We’ve all been there—standing in a store, staring at a product that just didn’t live up to the hype, or dealing with a service that left us wondering, “Did I sign up for this?” But here’s the thing: communication and engagement open doors to better experiences for everyone, whether it’s in business or your daily life.
Take a recent experience we had while lucky enough to be on a holiday over the Christmas break at a resort. A chance meeting with the General Manager turned what could have been a frustrating situation into a winning outcome for everyone. We encountered a small issue with our room, and instead of stewing in silence or jumping to leave a negative review, we decided to have a chat with him. He took on an understanding role, engaged with his staff, and even took the time to show us a good selection of rooms, including their premier suite. Of course, we fell in love with this one, so it was negotiation time. I put on my best “serious business face” and worked tirelessly to ensure we got this room for the best price possible.
In a moment of lighthearted banter, he asked if I play tennis? Absolutely—it’s been a few years. So I suggested, “If I win, we get the room for free!” His response? A typical, “Double or nothing!” Naturally, we took to the tennis court to settle the deal. By the way, the score was 6-4 his way—he did have a few years on me, but I’ll take the rematch any day! In the end, it turned out to be a win for all of us—we got what we wanted, and they filled a harder-to-fill room. All credit to the GM; the price was so reasonable I almost felt like I should tip myself for a job well done.
Instead of storming out and leaving a scathing review that could make a business owner cry into their morning coffee, why not try a different approach? Give them a chance to fix it. Most of the time, the folks at the top have no idea what’s happening at the pointy end of the sale. They’re busy juggling spreadsheets, strategy meetings, and coffee addictions, while frontline staff are left dealing with the reality of customer expectations.
A quick conversation—be it face-to-face, over the phone, or via email—can work wonders. Business owners and managers generally want to provide the best service possible, but they can’t improve what they don’t know is broken. Constructive feedback isn’t just a win for you; it’s a win for them too.
This applies to every aspect of life, not just business. Think about relationships, friendships, and even family dinners (yes, telling your aunt that her famous casserole needs less salt could save lives). Opening the lines of communication fosters understanding and improvement.
So next time you’re faced with a less-than-stellar experience, pause before you type that fiery review. Give the business a fair shot to rectify things. Who knows? You might just get the service you should have received in the first place—and maybe even a little extra. At the very least, you’ll walk away with a good story and possibly a better room.
After all, a little communication goes a long way, and engagement opens up opportunities we never even considered.
