Asenaca Caucau
08/08/2021
THE ALBION FAWLTY TOWERS
The Albion has been my favourite socializing hotel for quite some time, as the staff went the extra length to make you feel welcome like in their own home, even offered a taste of new beers on tap and so I wanted to show to my staff the difference that makes to gain returning patronage.
Where years ago I spent a hefty amount to hire just 2 of John Cleese tapes for training my staff, last Sunday got all free of charge ....after all we can learn from mistakes as well.
I asked the bartender if the pool table was still available for a game, as it was very crowded around it, I wanted to make sure by asking again, realizing what I meant he reply " don't worry, he is the owner just telling him to move". To give you a clearer picture, the owner and his other 10/11 friends were seating at an area where, in the past, only a max of four people occupy that space. Not only it was difficult to get to the pool table but we also had to brush people past at the top end.
As we approached the table to start playing, the owner, without an introduction and very abruptly laid out the rules relating to Covid, which were respected and followed , when I asked him if he could give us a bit of space so we could play, he replied " when you shoot at this end I will " REALLY?!!
They were only another two people in the back room, was it really necessary to block the side window to the bar, the pool table and access from the bar to the back room?
And so we continue to finish the game by repeatedly apologizing for disturbing him and the next person who took his place to gain an uncomfortable bit of space to be able to play.
The irony of his Covid rules implementation, which was his way of telling us who the BOSS was, never thought of wearing a mask when speaking in my face, nor having anyone making sure who walked in had actually registered the QR code.
Now is the time Mr Albion hotel owner, to ask yourself how much your ego cost you.
How many customers have you lost in one blow? 4? 8? 16?
I really hope the time I have spent writing my story will not go to waste and it will help you recover the loss.