If you think about it, some of us – not all of us – get to do things we would never do under other circumstances.
For example, losing sleep because a Booking client has arrived and his face says it all: he didn’t like something. You know it’s not your fault, that you made it clear on the website, that the photos and descriptions were well explained… but you also know that many clients DON’T READ. Or worse, they don’t want to read.
There you are, showing the house, with the best possible attitude, but then you see it: that «ass face» that says it all. At that instant, your stomach churns, you feel a knot in your gut and your patience begins to wear thin. You ask yourself, «Why doesn’t he just go away and leave me alone, even if he gives me a bad review later?» But no… they stay. And not only do they stay, but they keep that expression of absolute displeasure, that attitude of being in the worst place in the world.
Now, let’s not kid ourselves. We live off customers. Whether we like it or not, we are in the hospitality industry, and that means dealing with all kinds of people. Most of them – let’s say 95% –are nice, polite and respectful. People who value effort, who follow the rules and who understand that an accommodation is not a five-star hotel with butler service.
But… there is still that 5%. That minority that makes us break out in cold sweats and shits just thinking about them. They are the ones who arrive with airs of grandeur, who believe that because they have paid they have the right to everything, even to disrespect. Those who drop every pearl that makes you bite your tongue until you almost bleed to death.
And there you are again, smiling on the outside while inside you only think about counting the days until they are gone. Because in the end, no matter how much we try to keep calm, we know that a bad review can hurt us. And that, in this world where online reviews are our calling card, whether we like it or not, forces us to swallow more than we should.
But how fair is it? Where is the limit between hospitality and humiliation? Because yes, we live off customers, but our dignity should not be for sale for five stars on a platform.
Perhaps it’s time to reflect on the power we give to these reviews and remember that, although a bad review hurts, our peace of mind and our business are worth much more than the approval of a bitter customer.
From MasTorrencito we wish you a good day and may your dogs be with you!!!!
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