Some Poor Problem Solving
More travel adventures… I woke up this morning and got into the shower. I was surprised that the soap and shampoo that I used Monday morning was gone (that's waste, throwing out half used toiletries). I stepped out of the shower — nothing on the counter. Ugh.
So, I complained a the front desk on my way to work. They apologized.
I got back to my room after work and found, yes, soap and shampoo. Not only that, but DOUBLE. I guess “on average,” I had one bar of soap in my room, eh? Zero bars one day, two bars the next.
I didn't need DOUBLE. They are cleaning my room tomorrow, as they do every day. How often are problems “solved” with an overreaction? If bad service is given, does your organization “respond” by doing twice as much or even doing more than what's needed? Why not just perform consistently every day?
I wonder what steps happened between me complaining at the front desk and the time my room was cleaned. Did someone get yelled at? Was there a “root cause” problem solving effort? Is there a standard work checklist for cleaning a room? I bet someone just got yelled at. Too bad.
Update 9/13/06: I got a number of comments, including one from someone who is probably in the hotel industry. To be clear — I believe this is a MANAGEMENT problem. Sure, every individual who cleans a room is responsible, but if management pushes SPEED over quality, if the people cleaning rooms have an unreasonable time standard or quota, then that's management's fault when small details get missed.