Date: Wed, 17 May 2000 11:15:52 +1000
Subject: FW: Rude Hall Managers- Need help
From: bizballoons <balloons@magna.com.au>
To: Balloon Headquarters <balloondeco@balloonhq.com>

> This seems to be my week. One rude person after another, but today took the
> cake.
 
G'Day from Downunder,
Reading between the lines, I got the feeling that this rude man may not have
been aware that you were a balloon decorator. He may have assumed you were a
relative of the bride? Even if he was aware of your role, you need to
approach this as if he made a mistake that could embarras HIM ... and damage
the good name of the venue in future. Let's call him Bill (the dill).I
suggest the following ....

Go to see Bill (unannounced) and wait till he is alone and get his
attention. DO NOT phone first. If I were you I'd plan the conversation
something like ....

Bill, could I have a friendly word with you? (the word FRIENDLY is important
.... it's welcoming and non agressive)
Then - introduce yourself by mane and the name of your business.
Do you remember seeing me with (the bride) the other day Bill?
The other day ....... (refresh his memory with what he said and who was
present)

You probably didn't realise who I was at the time, and what I was discussing
with my client, but what you said to her embarrased BOTH of us. She felt
uncomfortable in my presence ... and I felt like the entire Bridal industry
had been dealt a blow by your untimely interuption. And when you refered to
"Artists" as expensive and showed those photographs of "handyman" balloon
decor .... you also downgraded the reputation of this fine establishment. I
don't know who did that balloon work and, in fact, I would rather not know!
Would you like me to piont out the flaws in that photo? I don't mind, if you
have the time?

If you are offered coffee at this point - you are heading for home base!
If he gets defensive and cold .... proceed to the next line of my advice.

I've come to you today, in privacy, as a gesture of good will, knowing that
you and the management are probably new to the hospitality industry. I hope
you heed my advice as it is intended. Professional etiquette is vital for
all concerned in our line of work.

At this point he will (hopefully) apologize and feel endebted to you for
being so understanding. He will DEFINATELY be impressed by your professional
approach to the matter. Leave with your shoulders back, head high. Like you
have just done your good deed for the day. On your way out ....

Thanks for your time Bill, and I wish you well.
Leave in this fashion EVEN IF he turns ugly. Be gracious in the face of
rudeness. It annoys them more than vicious words.

-- 
Don & Dolly Dixon  CBAs
Business of Balloons
Sydney - AUSTRALIA
Don's Web Site  www.bizballoons.com
Dolly's Web Site  www.celebrating.com.au