Original focus was in manufacturing, producing goods with zero
defects

The hospitality industry, along with other service-oriented industries,
adopted the idea of zero defects and applied it to customer (guest)
interactions

• Customer Relations Management

• Total Quality Management

• Measuring Guest Services

• Early warning

All hotels are grouped under the lodging umbrella, but every property does not
deliver the same product

• Early warning

• Total Quality Management

• Customer Relations Management

His famous attention to the size of a worker’s shovel ha sits
counterpart in the weight of a housekeepers’s vacuum cleaner

They measure quality by comparison

• Seller

• Buyer

Executives deliberately implement service standards or they passively accept
ongoing practices

• Seller

• Buyer

enforced by periodic inspections, enables chains to maintain
standards across many properties

• Controlling

• inspection

• Comment cards

• early warning

Sometimes called secret shoppers

• Mystery shoppers

• Silent shoppers

• Secret shoppers

Measuring guest unhappiness is like measuring the value of the “momenths
of truth”

• Inspection

• Early warning

• complaints

Preventing the complaint by anticipating the problem and providing accurate
information up front is preferable to quieting angry guests after the fact

• Comment Cards

• Controlling

• Early warning

• Complaint

Execs explain away negative comments by claiming the guest is simply wrong

• Complaints

• Early warning

• comment cards