Situation at a hotel
Well, I often post up situations I encounter as a sort of diary which then forms evidence for my patterns of thinking.
This one was at a hotel A. There was some confusion on a Sunday night when I needed to check in. I had 5 nights which I accidentally double-booked for the following week. So to my horror, I didn’t actually have a booking for Sunday gone. My error – but calm down; that’s not the most important issue in the world. Yes – I make mistakes too.
Okay – so the solution was to book 2 nights at another hotel (hotel B) for that week – and allow 3 nights at A. Right so 3 nights would cover the intended week (rebooked there and then at said hotel A) and 2 nights at the other hotel B – making up a total of 5 nights. The following week’s stay would remain as is. Tough, I can’t make this any clearer.
So what’s the situation?
The receptionist (Ms C), in contact with her manager by phone, made the alterations for hotel A. So, I got the 3 nights Tuesday, Wednesday, and Thursday of last week and given a credit back for 2 nights (which I would have spent on separately at hotel B).
I then turn up on Tuesday evening to check in at hotel A, only to find that I have only Tuesday and Wednesday nights. Someone reading this will now be about to think, I’ve made another mistake. I haven’t. The receptionist Mr D, looks at his computer and reconfirms that it’s only Tuesday and Wednesday nights. Thursday night is not on the system, in case you needed confirmation. So I tell him that on Sunday night Ms C was on to her manager and they agreed the 3 nights. He goes – and this is the thing – “I can only go by what’s on the system.” And I go, “Yes – I agree with what the system is saying but it’s wrong.”
There is no way to properly communicate non-verbals in text on a page, but he’s looking stunned or bewildered or confused or ‘how dare you’ – or some mixture of that. He’s stuck. I say, “Both of us agree with what’s on the system. Where there is a difference is that I say that your manager was part of this what I’m saying and it isn’t showing on the system. I suggest you call a manager now.” Hesitatingly he does. He gets through to a manager within 3 seconds – brilliant. By coincidence the manager on the phone was the one who on Sunday night had authorised the changes.
She instructs him to ‘zero’ Thursday night. Poor chap – you should see the look on his face, like he’s in bledy school on day one! Right – so within 3 mins of him calling the manager I’m sorted. I’ve got Tuesday, Wednesday and Thursday nights as was agreed.
The point (in broad brush)
- People believe what they are told.
- People believe what they see on screens
- People get stuck when there is a conflict between what’s on a screen and what’s not on their screens.
- People need to be told what to do next to resolve the conflict.
By chance I was at the reception desk on Thursday afternoon to double check that I’m booked for this Sunday for 5 nights, in a particular room of my choice. The lady at the desk quickly confirms everything. She then says, “I was the manager on the phone on Sunday and Tuesday.” I responded, “Thanks ever so much for doing the right thing. It does buy brand loyalty. Thanks again.” She smiled.
- Reality is not what is on a computer screen. It is a representation of computer output, usually from some sort of human interaction.
- Humans believe that what’s in their heads is reality. It isn’t.
- What’s in the head is a subjective reality created by the senses and the workings of the mind.
OMG! Here we go…
Stupid: Ha…ha.. Hah.. You of all people making a mistake and double booking your hotel. That is so funny. You always think you are flawless and better than everybody.
CW: Utter hogwash. I am highly critical of stupid mistakes. That has never meant that I am flawless or better than everybody. You are behaving in a way to do a take down. That’s what you want.
Stupid: But it was a stupid mistake wasn’t it?
CW: Of course. I have never said I was immune to making a single stupid mistake.
Stupid: So why are you so highly critical of stupid mistakes, and berate people.
CW: I learn from others’ stupid mistakes. I dare to be critical. None of that means that I’ll never make stupid mistake.
Stupid: Well, now you should shut up forevermore!
CW: Fat chance! I’ll continue to attack stupidity and stupid mistakes and I might ramp up the degree of my assault on all that. Not because I made a stupid mistake means that I’ll be more forgiving of everybody.
Stupid: You didn’t have to bully the guy at the desk to call his manager!
CW: I bullied no one. He was stuck. If I allowed him to remain stuck, I would get nowhere.
Stupid: You are…
CW: You are about to become even more insulting. So – I’ve stopped your gob. Back in your cage! End of!
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