Sunday, May 24, 2009
Air Walls and The Cranky Customer
It's a wonderful idea. Make a movable partition between two meeting rooms so that the room size can be expanded as needed. Let's call it an "airwall". Sounds great right? WRONG!
I never worked in a property that had airwalls that worked properly. Either they were not soundproof (as advertized), they were a bitch to open or close, or they were always falling off the track. I even once had a section of wall completely fall down to the floor as I was helping one of my houseman close it. I was much younger and quicker at the time and got my ass out of the way.
The other day we had two different groups on either side of the ballroom airwall - one was a small group of around 35 people with a presentation and the other side was a group of 110 pharmaceutical sales reps. You can already see the problem.
The sales reps had music playing between the breaks, cheering and clapping, all the usual sales mind games. The smaller group on the other side were very quiet and reserved. But they were pissed. I couldn't get the sales jerks to quiet down all day. I spoke with them, our sales manager spoke with them...nothing. I finally got my General Manager to speak with the group contact and that worked but only until lunch time. After lunch the shit started up all over again.
Well, you know what came next. A very upset group of 35 people that didn't want to pay the bill and said they will complain to "corporate" about the poor quality of meeting space and "lack of response to their concerns".
I've been complaining about the airwalls for some time now and have told our "sales chick" to be careful about booking two groups in the space at the same time.
Let's see who's ass is on the line next...
I STILL need a real job!
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