Hyatt's Bad-News Message to BCom Faculty
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Association for Business Communication members woke up to a cold shower during the annual conference and later received a note from the director of operations. Naturally, we analyzed this message against principles for delivering bad news. I admit to “geeking out” on this one.
Strengths
The director of operations took responsibility for the issue and had a personal note delivered to every room. (I don’t know what time because I had left my room after getting what might have been the last warm shower at 6:20.)
Dietel mentions the news up front (despite older advice of using the indirect approach and putting bad news at the end), which is appropriate for the audience and situation.
He explains what happened (beyond the hotel’s control, so he won’t get blamed) and tells guests not to expect warm water for “several hours.”
He apologizes, noting, “this is very inconvenient.” (What else could he say?)
He provides staff contact information by phone and his direct email. He doesn’t shy away from customer complaints.
Areas for Improvement
The first sentence is confusing: Who is notified? The city steam plant? No, guests—or “you.”
To bring main points even more clearly up front, some version of the last sentence of the first paragraph—when guests can expect hot water—would work better.
The reason includes more detail than guests might care to know. I would make it more concise: “a disruption at the city steam plant.”
“Several hours” could be defined, but that might not be possible. Deitel says the disruption has been “restored,” and we’re waiting for “the necessary steam.”
Correct punctuation and proofreading are always appreciated; commas, hyphens, and “The city” instead of “They city” would increase credibility.
Maybe a text would have worked better to save paper and provide an easy way to notify people when the hot water returned. Otherwise, given the “several hours” prediction, guests would have to keep testing it. Don’t all guests provide a phone number when they check in? Or maybe the hotel favors paper for the appearance of more personalized service (like a handwritten thank-you note compared to an email).
Business communication faculty—including me—will dissect any message. But overall, the message is a good example of a director of operations leading: taking responsibility, communicating, and dealing with the repercussions. I hope no guests called or emailed. In a situation like this, the hotel staff can do very little.
