When things go badly wrong during a guest’s stay, people’s natural tendency is to try to explain and maybe to attempt justification. Instinct tells us to go into a problem-solving mode and try to figure out why things went wrong. However, your guest is feeling frustrated, disappointed, and maybe even angry. They need empathy more than your rationalizations and encouragements about the future. A concerned response is much more effective. Empathy communicates caring. So, the best way to deal with things that go wrong with a guest is to listen patiently and with sincere empathy. Do not interrupt, offer advice, or assure the guest that you will fix things. There will be time to solve the problem later.

Are you good at showing empathy to upset guests? How?

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