What if the customer damages the hotel lampshade and refuses to pay compensation?

A few days ago, when interviewing for a tourist guide's license, the examiner asked a strange question: What if you are a tour guide, because there is no heating supply in Hunan in winter, and a tourist wets his clothes on the lampshade and damages it, and refuses to pay compensation? Maybe I was too serious and nervous, so I didn't answer. I wish I had watched Mr. Luo Zhenyu's program earlier, which is actually very easy to answer.

Teacher Luo Zhenyu emphasized in Misunderstanding of Public Relations that an attractive story consists of four elements: role, emotion, details and suspense.

Role refers to the role played by actors in the play, and also refers to the category of professional division of labor between a certain type of characters in life and opera actors. The role here can be not only a certain identity represented by an individual, but also an enterprise, a group, an organization, and both sides of conflict or confrontation.

Emotion brings us into the role and gives it meaning. We always stand on the same side that we agree with, or hope that our favorite team can win, or hope that the disadvantaged groups can get help and support. But must emotions be based on facts? Are the weak always right?

Details are the most vivid part of a story, and different people have different requirements for details. When men and women watch NBA together, men pay attention to how James turns around and throws the ball into the basket, while women are always watching, which player is more handsome, which player is taller, which player is whiter and which player has more scandals. ...............

Suspense, which will arouse people's speculation, is the most attractive place. The last chapter of Resident Evil 6 was released a few days ago. Although I thought movies 3, 4 and 5 were terrible, I didn't expect anything from movie 6, but I heard that it was the ending, so I bought movie tickets to go to the cinema or jumped into the pit.

The idea is this: first dilute the details and end the suspense. No matter how damaged the lampshade is, you must pay for it. Secondly, the roles of hotels and hotel employees are separated, and feelings fall on hotel employees. Finally, tour guides should consider the interests of customers and help them solve problems.

Think about it, why do customers refuse compensation? Customers don't know the price of the hotel and lampshade, and they are afraid that the hotel will bully customers. They belong to the weak side, and public opinion is also on the customer side. It can be said: "Hello, the hotel has strict regulations, and the housekeeper is responsible for the damage to the goods. He has just arrived and there is still a probation period. I am afraid that the allowance is not enough. " The nature of the story has changed. The opposing sides are not customers and hotels, but customers and migrant workers. Customers will be willing to pay compensation. At this time, the tour guide should think of the customer and say, "Hello, I'll help you communicate and see if I can get a discount or get a cost price." It should be noted that no matter when, no matter what happens, no matter which side you are, you can't admit that this is caused by your illegal operation. I can only say this: I'm sorry, maybe there is a communication problem, maybe we mishandled it and brought you trouble. Please forgive me.

Finally, I would like to thank Mr. Luo Zhenyu for his inspiration.