Your turn, how would you handle this client situation.

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How do you handle the impossible to please client?  I am not talking about a difficult client—we all have them and can work our way through the hand holding and consoling and explaining.  I am talking about the client that has a very minor problem, and uses it to leverage everything else into a major problem?

Tough Love Part 1

Several years ago, a colleague was escorting one of our Harry Potter themed trips in the UK. We had 12 families who were having the times of their lives, and one that was not.  By the third day of a 12-day trip, the weather was too chilly. The hike was too steep. The food tasted funny. The bed was not comfortable. The road was riddled with potholes. The list went on and on. And to make matters worse, she made it a point to let everyone know how displeased she was with the trip. We pride ourselves on transparency. Our prices include taxes, fees, and any other upfront and known costs. Any additional expenses and expectations for the trip are clearly discussed and presented.  There was very little we could do about any of her issues and she was dragging the group down to the point where others were complaining.

There are 8 nights left, what would you do as the host and someone who prides themselves on satisfied clients?   The other 12 families were more than begginning to regret going on this trip.

He explained that it appeared there was nothing that was going to make this trip right for her and her son. We explained that we couldn’t control the weather, the bumpiness of the roads and the manner in which the Brits prepare their food.  If you want to know what we did, send us an email, and right or wrong we will tell you what we did.