Situation No. 1.

It is a slow period at the restaurant when a guest arrives. There is only one steward on duty; he
is partially turned away from the main door, sorting through a stack of papers.

GUEST SERVICE (Says nothing, does not look up. Continues

AGENT (GSA): to sort through the papers.)

GUEST: (Doesnt say anything either. Looks around and clears his throat a
couple of times and shifts his weight from one foot to the other.)
GSA: (Continues sorting papers, but looks up briefly) Help You?
Guest: I have a reservation ...
GSA: Name?
Guest: Anand.
GSA: Last or first name?
Guest: Last! A. Anand!
GSA: (Glances at the reservation book) Humm. Weve got reservations for two
different Anands .
Guest: Arun Anand.
GSA: Shows him to the table, seats him, hands over a menu and goes back to
sorting the stacks of paper
Guest waits at the table drumming his fingers. The Steward picks up the pile of papers hes been
sorting, takes them down to the other end of the restaurant. Guest drums his fingers on the
desk; looks at his watch.)

GSA: (Comes back) Sorry Sir, Are you ready to place your order?
Guest: Places the order and asksHow long will this take?
GSA: Well sir, this will take at least 30 minutes.
Guest: I understand, can you please ask the chef to make it fast? I have got a
meeting to go to.
GSA: Yes Sir.

Situation No. 2
Its 7.00 p.m. Mr. Satish is in his room, with papers and folders spread out on the bed and the
table. He has got a lot of work to do to get ready for an important meeting in the morning. He
decides to order dinner from room service.

(ring....ring....ring....ring...)
ORDER CLERK: Hello?
GUEST: Yeah, is this room service?
ORDER CLERK: Yes, it is...One second, please (pause) O.K. what would you like?
GUEST: Yeah, Id like that Chinese...
ORDER CLERK: Whats your name and room number please?
Guest: Satish. Room 219
ORDER: Sa..ti..sh...two...nine....teen.
GUEST: Id like that Chinese.....
ORDER CLERK: Our special tonight is Kerala Fish Curry with rice and vegetables.
GUEST: Fish, Huh? what kind of vegetables come with it?
ORDER CLERK: I dont know, let me check (muffled voices) beans.
GUEST: Beans huh? Is that plain rice?
ORDER CLERK: Ill have to check (muffled voices) you can get it either steamed or as
rice pulao. Which way do you want it?
GUEST: Well, I am not too sure that I want the fish; you see, originally I was
going to order the Chinese fri......
ORDER CLERK: Could you hold a second? Thank you (pause)
GUEST: Hello....hello?
ORDER CLERK: I am sorry. Mr. Satish, but we are out of filet of sole. Would you care to
order anything else?
GUEST: Well, yes. the Chinese fried rice....
ORDER CLERK: Chinese fried rice... and anything to drink?
GUEST: I would like that with less oil.
ORDER CLERK: O.K. and dessert?
GUEST: Coffee? ... yes, Id like coffee.....
ORDER CLERK: One coffee. O.K. Thank you for calling room service.
GUEST: Hold it...how long will that take?
ORDER CLERK: We will get it to you as soon as we can
GUEST: How long is that?
ORDER CLERK: It depends on how busy they are in the kitchen right now. We are
catering a rather large party tonight and so we are running a little
behind on room service. I will let you know if there is going to be a
delay. Thank you for calling room service (Hangs up phone.)
GUEST: Well... I guess I really didnt want dessert anyway.(Hangs up phone.)

Situation No. 3
Suppose you received a mail-order catalog and saw some very nice looking tee shirt in various
colors and styles. Some had printed designs, and some didnt -there was a quite a variety to
choose from.

But the best thing was the price- if you ordered two, you would get 30% discount- if you ordered
three, you would get a 40% discount. Either way, it was a lot less than you would pay in a store.
That was too good a deal to miss, so you sent away for three tee shirts.

At that point, you had certain expectations- both about the mail-order company, and about the
tee shirts you had ordered.

Now suppose, first of all that you waited seven weeks for them to come. When the package did
arrive, you opened it up and found they had only sent you two tee shirts - not three you ordered.
Of the two that they sent, one was the right style and color, but the wrong size. The other was
the right size and style, but wrong color. In addition, you noticed that both of them had seams
that were coming apart. At that point, you d be pretty disappointed, wouldnt you ? Let us look
at precisely why.

First of all, the mail-order company was very slow in sending them to you.
Second, the order was incomplete-they only sent you two tee shirts.
Third, the order was incorrect- one tee shirt was the wrong size, the other one was the wrong
color.
And fourth, they werent very good quality- the seams were coming apart on both of them.

Of course, there was nothing in the catalog that said how fast theyd mail your order. It didnt
actually say that theyd guarantee to send the exact colours and size you ordered- or that they
should be sure to send the right quantity. And it didnt really tell you what quality to expect. But
you are still disappointed.

Situation No. 4

Mr. Sudhakar is a sales representative for a computer company. He travels a great deal, and
usually does most of his selling right in the hotels he stays at. In order to demonstrate the
computers he sells, he needs room to set them up - so he usually asks for a suite. He sets up his
equipment in the living room, and customers come there for the sales demonstration. Mr.
Sudhakar usually closes the deal over lunch or dinner in one of the hotel restaurants.

For this trip, Mr. Sudhakar made reservation at your hotel. He has never stayed with you before,
but the hotels location is convenient for the two important customers he plans to see on this
trip. He has asked for a suite, and has a confirmed reservation for arrival no later than 6.00 p.m.

He plans to see one customer the evening he arrives- the other one the next morning. He called
both of them before he left home, and has appointments to meet both of them at the hotel.

Mr. Sudhakar works on commission, and sales have been pretty slow recently. Actually, he hasnt
made a sale for the past five weeks-which means that theres been no money coming in for
more than a month. The two sales he hopes to make in your hotel are very important.

Mr. Sudhakars plan was a little bit late-but he has managed to get to the hotel by quarter to six.
His first customer is due to arrive at 7.30.

Now, you finish the story. Just for fun, lets see how many ways we can break the
unwritten contract, and keep Mr. Sudhakar from making those sales.
Situation 5

It was 5.00 am when the phone rang in Raju Hegdes room. He reached over sleepily and picked
up the receiver. There was a brief burst of cheery music, and then the dial tone came on. Mr.
Hegde started to say hello, but then he remembered where he was - in a hotel room. That was
his wake-up call, and he had a 7.15 plane to catch. He was 700 miles from his next
appointment.

He skipped breakfast, showered, finished packing, and went down to check - out. There were
already 3 people in line, and one of them seemed to be having an argument with the cashier. He
glanced at his watch - quarter to six, and a good 50-minute trip to the airport.

He looked around to see if there might be someone else who could help him check out. No one
was in sight. Finally the argument seemed to be settled, and the next person in line moved up
to the cashier. Another argument seemed to be starting! Mr. Hegde could feel his stomach
muscles tightening - ten to six. It was finally his turn - and he saw what the other people had
been arguing about. There was an unexpected Rs.300.00 /day hotel tax added to his bill. By now
it was 6.00, and he could see the line of people waiting for cabs. He paid the bill without
question and went outside.

After about five minutes of waiting, he noticed there were some private taxis across the street.
He knew it would cost double, but he didnt want have any more time to wait around. He
grabbed his overnight bag and sample case, made a deal with one of the drivers, and made the
dash to the airport. Unfortunately, there was a lot of road construction on the way, and they
were already calling his plane when he arrived at the terminal.
Of course, there was another waiting line at the security check station, but he finally made to the
plane- the last one on.

He had a one hour flight before changing in Mumbai - and he decided to take advantage of the
breakfast served on the plane. But he was seated in the back of the plane, and it took the
stewardess nearly 40 minutes to get to him. He gulped the food, and began to feel a small
twinge from his ulcer.

In Mumbai, he found there was a delay of two hours on his next plane. It is only 8.00 am, but he
was already tired. He had luncheon meeting at Delhi, with the vice president of ABC
Manufacturing, so he called ahead and said he would be late. Then he found a corner of the
lounge and tried to go over the figures he was going to present at the meeting. There was a
squalling baby nearby, and he found it hard to concentrate.

He finally arrived at his destination, an hour late, rented a car, and met his customer for lunch.
The customer was not impressed with the figures, and said This really isnt what I was
expecting from your people, Hegde- I have got a better bid from Johnson & brothers.

When Mr. Hegde finally arrived at the Hotel - about 3.00 PM he had two worries on his mind.
Had he lost the ABC account at lunch? And would the customer he was planning to meet this
afternoon also feel his prices were too high?

There was a long line of people at the desk, waiting to check in. He sighed, and got in line,
loosening his tie as he did so. The line seemed to be moving very slowly. He kept glancing at
his watch - 3.15 and he was only halfway to the desk. They must be short of help or something.
When he finally got to the desk, he had his confirmation slip and his credit card ready. He
plunked them down on the desk and leaned on it.....

GUEST SERVICE AGENT

(GSA) Good aftern......
HEGDE: (Interrupting) Raju Hegde, I have a reservation.

GSA: Yes Sir, I have you down here. But I am afraid

your room is not ready yet.

HEGDE: Not ready ? It is almost 3.30 PM

GSA: I am sorry sir, we had some late check outs today.

HEGDE: I dont care about your late check outs ! Look - I

said I would be arriving early when I made the
reservation, and I need a room now. If you cant
help, I will talk to the manager.

Situation No. 6

Thursday was a rough morning in the coffee shop - they couldnt seem to turn the tables fast
enough to take care of the crowd. There had been a line waiting to get in since before 6.30 .
Part of the problem was that one of the waitresses had called in sick - which meant one extra
table for everyone else.

Jane was doing the best she could, but she was also having to help bus tables, because one of
the buspersons was helping out in the kitchen. On top of everything else, this was the last day
of the Grain & Feed Growers convention - they had one last meeting, and were leaving at noon,
just about the time the next group would start arriving. The hotel was expecting a 75% turnover
of rooms that day.

The coffee shop was full- most of them people from convention, Jane recognized one of her
customers - he had been in for breakfast both Tuesday and Wednesday, although he had been at
least a half hour earlier than today. Shed read his name from his badge the first day - Mr.
Rajesh. He always had papers spread out on the table- getting ready for the meetings, she
guessed. Hed been friendly both days, and had left a better tip than most.

JANE : Good morning, Mr. Rajesh. Would you like coffee?

RAJESH: (Looking up absently) What ? Oh, yes. Coffee. And I would like some orange juice
and a Crisp
Masala dosa.

JANE: Yes sir. Orange juice & crisp masala dosa.

RAJESH : Dosa has to be crisp.

When Jane went back with the check, she noticed that he had left quite a bit of the dosa on the
plate.

JANE: Was there something wrong with the dosa, Mr. Rajesh?

RAJESH: I asked for crisp dosa.

It had looked crisp to Jane, but she said anyway:

JANE: I am sorry sir - If you had just told me, I would have been glad to take it back to the
kitchen. Would you like me to do that now?

RAJESH: Never mind, just give me my check.

Of course, he didnt leave a tip.