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Account Manager, have you met yours?

We had an account manager allocated to us approximately a year ago. Not overly helpful via phone or messages but I always wrote that off to cultural and language barriers.

Anyway, we were finally paid a visit. We thought, great we can clear up all sorts of things, seek fine tuning advice on promos etc etc. face to face, much better and easier.

Sadly no. "Chocolate fireguard" comes to mind. Not particularly friendly, didn't want to speak English with me, only local lingo with my wife. Came out with mostly XXXX, when gently called out on it a couple of times gave a thinly disguised snarl and carried on. (e.g. "many european countries don't use credit cards" ?!!!) Had zero interest in our establishment or us, plus had no knowledge of this forum and didn't want to know either. When asked for insight on any market forces etc. just clammed up completely.

We had the suspicion that the department manager had ordered the account managers out for meet-the-partners week and it had gone down like a bad case of gonorrhea at a brothel on health inspection day!

A great exercise in lowering our impression of BDC and we were left with the feeling foreigners were unsavory to this person. No information or anything of interest or use was given and didn't want to listen anything we had to say or ask. We really wondered why they even bothered visit.

Great job!

27 Replies

7
Thuild - Your …

Hey fluff,

We had/have? an account manager, who visited us and was extremely helpful all the way. She brought us some BDC branded gifts and stickers and actually stayed at our place, enjoyed it a lot and we got a nice review from her too.

Unfortunately she kind of disappeared from the scene, no idea if she still works at BDC or not because at one point she never replied to e-mails anymore. I didn't bother to phone her about it, but it seems like my country gave up on account managers as when I e-mail the local support team, nobody replied to that mail, therefore something must have happened.

It would be nice to have multiple account managers so partners can get a better helpline, especially with the business development side.

This lady shared amazing statistics with me, upcoming BDC functions and analysis, so she was super helpful.

A while ago I saw that BDC was looking for Account Managers at the local office, so they might have left or something.

Cheers,

Zsolt - www.thuild.com

10 months ago
8
Leandri Klopper

Hello you two,

Wow fluff , you said "plus had no knowledge of this forum and didn't want to know ". That is scary! The only reason why we don't bother our account managers that much is Because of the forum. I would think they would love everything about the forum considering it keeps their desks much cleaner. Had a laugh at "A great exercise in lowering our impression of BDC". It's actually quite sad.

Zsolt, I have also been in contact with our account manager on one of the properties and he is great! I should actually pop him a mail again. It sounds like you lost a good one, is there not a protocol in place where they need to introduce themselves? Or perhaps they avoid it because then they actually do need to do the work/correspond with the property owner.

The next step I want to take is an Executive Account manager who can help me with all the properties I've listed, I don't know if it's a thing but I hope they will make it one for me.

Keep well!

10 months ago
7
Katerinka12

Same here. No account manager. No line to call.

10 months ago
8
Leandri Klopper

Hi everyone,

So Ironically one of my allocated account managers gave me a call last week wanting to schedule a meeting. He said he would like to discuss performance and the oppertunities but that we can basically talk about anything, so tomorrow I'm prepping some questions.

I'll ask him if Every Single Property that is listed has an account manager, because I have 4 listed and 4 different account managers.

Will let you all know

10 months ago
6
Bandara Hotels…

I agree sometime (actually most of the time) Account manager cannot help us much and very difficulty to contact them.

10 months ago
7
fluff

egassem sdrawkcab terces

10 months ago
5
MikeM

this message will self delete in 5... 4... 3...

10 months ago
7
fluff

...did you choose to accept the Mission?

10 months ago
5
MikeM

doomp, doomp, daaa Naa!

doomp, doomp, daaa Naa!

Di Do Dooooooo... Di Do Dooooooo...

10 months ago
7
Thuild - Your …

I leave you guys alone for a few days and this happens. Oh dear...

:)

10 months ago
5
MikeM

Sure... Bring them on... Yes, I wear a dress and eat haggis !!

10 months ago
5
MikeM

Joey

Can I ask - is the image is still hanging in the bedroom ?

Just an idea... why not swap the 'offending' image - with a landscape...
or any other non portrait - painting you own ?

and you have solved this 'problem' for ever.

10 months ago
5
MikeM

Great Video. :)

10 months ago
5
MikeM

Fair points. - but I did not mean remove... just 're-arrange'... - but you have a good point.

10 months ago
7
Katerinka12

Oh, I thought everyone knows that its Girl with a Pearl Earring. But they had a good point. I also don't like to fall asleep if someone stares at me from the wall. Irregardless of his identity :)

What Tsolt means, he posted so many posts with his brand name, which is Thuild, that it already stuck in your head

10 months ago
7
Thuild - Your …

My name always gets butchered. Hard like of a Hungarian...

Anyway, I think that we need a topic titled "FUN" in this forum as it is already necessary from the looks of it.

Laura - could you ehm, do that for us? :)

Best regards,

Zsolt - www.thuild.com

10 months ago
7
Katerinka12

Ops, I messed up everything :) Apologies anyway.

Since majority of forum members use the name near to their profile pictures, I automatically was adding his brand name when replied.

As for misspelling... Its automatic correction on my phone.

At least I keep bringing attention to his brand again and again :)) not bad publicity, he he

10 months ago
8
Leandri Klopper

Hi everyone,

Wow, lol. Thanks Joey , welcome back in deed.

HAHAHA Zsolt, Don't judge me for this but I'm going to take advantage here.. have you seen "Dude where's my car?" When I first saw your name I immediately thought it was short for Zoltan...Every time I saw a post from you , this is what went through my mind:

HAha MikeM , I enjoyed your action filled message. Don't know about haggis, but I'll take whever your having because it seems like you're having a good old time!

Okay so next post with some feedback from my Account Manager.

10 months ago
8
Leandri Klopper

Hey,

I spoke to my account manager and asked him if every single property has an account manager.

So he said, technically yes even if you have not been "assigned one" as such. Each Area falls under one account manager, and even though you don't see the name of that person under your property, you fall under that person's sector. He told me that he himself has over 1000 properties under his care and some of them don't even has his name on their extranet. But he still tends to them or is responsible for them. If that makes sense?

He had LOTS of insight and had many questions for me also. Probably becuase he was trying to see what my aims were for the property. He did take down the ID"s for my other properties as well, and funny enough he could name all the other account managers that I have worked ith.

They're all connected. Questions welcome, It's difficult to put everything we spoke about in one post.

10 months ago
9
M Adamopoulou

Leandri Klopper thanks for informing us about the account manager. I haven't met mine yet.

10 months ago
8
Leandri Klopper

M Adamopoulou big pleasure, it was such a nice experience. But I've always loved the people who work for Booking.com's energy. It's almost like nothing gets them down, they just roll with the punches and they are always super friendly. Most of them has had very good sense of humors.

10 months ago
7
fluff

Oh I'm really jealous now!

My experience was one of total apathy, very disappointing. ( I agree the people I have spoken to by 'phone at our main BDC office are pretty upbeat and at least try to help )

If BDC read this, please re-allocate me someone like Leandri has.

10 months ago
1
Alan

Booking.com- If anyone is reading, or another property can help...Is their anyone I can "talk" directly with to address some situations? Ones I am sure you likely have a solution already- but currently is keeping "Us" (our Property and Booking.com) from delivering a total great experience for our shared guest.

Alan Pyles- Owner Lafayette Inn & Restaurant (Virginia- USA). 434 985-6345

2 months ago
8
Leandri Klopper

Hello Alan

Welcome to the Forum. 

Okay so this thread is all about that one person who can help you. They are called Account Managers and every single property has one, if you take a read through the thread and skip all the casual stuff you will know exactly how they work. 

To get into contact with yours, go to your Inbox and scroll down. On the right hand side will be the Name and Number of your account manager. If there is no name there, there will be a number or you can ask Customer Care who is assigned to your property. 

Let us know if you struggle. 

1 month ago