Marketing Quiz - Quiet Whisper for u?

Whisper I had promised to come out with some query on Marketing stuff as your area of specialisation is Marketing.

Here is a story and I need your findings -

In a Hotel, a person Mr.A always stays whenever he visits the city where the Hotel is located. But he is never satisfied with the service level of that Hotel. He shouts and shouts on everything. Complaints to Manager of the Hotel and promises never to come back to that hotel again to stay.

But again during his next stay, he wud prefer that hotel to other hotels. But scenario remains the same and again he leaves with his old pledge not to turn up again. But he never stops staying there.

One day it happened, Mr. A stayed at that hotel. He was very calm and quiet this time. He met with all his smiles on his face with every staff of the hotel. This time his stay was extremely peaceful though the service level of the hotel remained the same.

After a few days, Mr. A left the hotel with a smiling note on his face.

Now my query is -

1) Why this sudden change in the behaviour of Mr. A?
2) What was playing in his mind?

Hope to receive your valued observations on it, particularly, Whisper?

Sorry Admin : In Thread name "Quite" should be read as "Quiet"

Thanks for the post bro Always happy to solve cases
Well assuming that he's sane, Mr. A must have realized that he likes their service, or he must have come to terms with the fact that all things cant be up to our expectations..
Realistically speaking, his perception of the hotel changed. Either the hotel repositioned itself in his mind, or he realized that he actually liked some aspects of their service.
Another possible reason is that he was financially bothered, or a miser and the hotel, (assuming is a cheap hotel) was charging him a bit too much.. And now he earns more or the hotel has lowered their charges..
Another possibility is that he realized that the hotel's service was really good, and that he was so noisy and his complaints didn't have any sound basis. And he saw the service for what it really is and for what its worth.. Thereby, being content with its service.

The answers to both questions are scattered in this analysis

Whisper - Being a Management persona, you must be knowing that there is no right or wrong answer for any case study in the Management courses. All possibilities are correct based on different situation and from that possibilities, we try to dig out the most appropriate one and try to thrive upon that.

Here the most appropriate answer would be - Mr. A had decided not to visit the Hotel again as he could think that nothing could be done. I had said in my case study, that things did not change at all. It remained the same. Only the mood of Mr. A changed suddenly. That means, he did take a firm decision not to visit that hotel again.

That is a possibility, but there inst enough information to rightly say that this is the case. So it would also be one of the solutions, but not necessarily the best

may i join in...

empathy works here..
Mr.A is a normal man...who tried to change the administration with his negetive attitude if with his positive attitude and patience in dealing with ppl waz fine...then he might find a difference..and second mistake he did is that he sent a letter to manager instead of visiting him personally for results...

now ur questions..
Q)Why this sudden change in the behaviour of Mr. A?
A)because he has seen a hopeless case...one can't shout for longer time...for same things...one day he/she will be quiet.

Q)What was playing in his mind?
he understood...accept life as it comes...

what's going on in here?lol

lol.. its a discussion on marketing

Thanks Rahen for joining and your invaluable comments. It was well sought for. You know in hotel business or we may say, in kind of business, a customer will always have an upper hand. So, it won't have any affect if he is polite or if he shouts to emphaise upon his point to the hotel management for today is not the seller's market. Today we are living in the world of buyet's market. In other words, whole business endeavours survive on customer likings or disliking. So, when a customer raises a point, then a business houlse is bound or aught to pull on their socks. The can't afford to be complacent.

Another thinng - did I mention that Mr. A did sent a letter? I don't think so.

The essence of this case study was how a customer's behaviour is to be interpreted. The Hotel Management were expected to study the cause of the change in the behaviour aspects of Mr. A.

A) What was playing in his mind?
He did realise that there might be some basic management problem in runnng the day to day operation of this hotel and that needs a radical and drastic change. And Mr. A certainly did not have a role to play to bring in change.

B) What was playing in his mind?

He decided to look for alternative option with better comfort level even if he were to pay a bit more for that coz. in this hotel, the problem was in the grass root level, even paying more would not have been a better option.

Ande bechane ki technique pe baat ho rahi thi ji. Aap bhi khareed lo.

Yes you are right. This is one of the options. As I said, there is no right and wrong answer in Management case study. We will have to just analyse and come to a solution that could be appropriate in the given circumstances.

THank you for explanation.
complaining to manager seemed to me that he wrote a letter...and yes when it comes to business...then it is customer first...but tell me...is the change possible with one customer...or possible with majority of customers asking for same thing...i think the other one...

sure mr. A didnot had any role..but he did...will that not be counted...

ya...the main origin of his living in hotel waz not completed ...comfort level not satisfactory...but then he used to come again and again...wat reason would u give for this...

Rahen - Change can be brought by one person if he/she is right and shows wisdom in his/her demand or expectations. Even one customer can change if he/she is right. It is not always the crowd that brings in change. It is the individual with utmost integrity and firmness who brings the change. Here Mr. A is saying the right thing. Other may not be doing it with so many reasons. Like they could be stray visitors. But Mr. A was a regular customer. He was living in a state of inertia with that hotel. And that inertia was prompting him or dragging him towards that hotel again and again. And since that inertia had brought him a sense of attachement towards that hotel into him, he was prefering to stay in that hotel even by compromising to his comfort level at times with a hope that things will improve. But it did not. So, finally he arrived at a decision. I guess I answered your last query too.

yeah...sure u did...thank you.

kya ho raha hai???hehehehehe