Back from a trip that included seven different hotel rooms, I’m thinking about the fact that, while the properties I stayed at were very nice, there were some systemic flaws from which we can all learn.The awareness could help our own businesses and our abilities to prosper it what are believed to be difficult economic times.
This is not a post on “customer service.” Really, the service at every hotel was terrific. The guest-contact employees were wonderful. I’m very grateful for and to them.
The challenges were the little inconveniences: a door key that didn’t work which took 15 minutes to fix; an iron that ruined a shirt; a busted ironing board; an incorrect billing; no soap in the room; cold eggs.
Please – I’m not complaining. Frankly, when these things happen, I focus on the gratitude I have for being indoors rather than outdoors in the cold. I re-frame into what I appreciate and know the little challenges are just that…little.
However, I can also say that knowing that some of these things were part of the fabric of the specific hotels, I probably wouldn’t stay there again. In the relatively free-market system we have, I’d choose to stay somewhere where these things probably wouldn’t happen.
And, this is what today’s post is really about.
What are you and I doing in our businesses that…quite frankly, tick people off and “plant the seeds” in their mind that – even if they like you or me personally – they should look elsewhere in terms of similar products or services?
In the “perfect-timing department”, I’m reading a great book right now by Jim Palmer, Stick Like Glue, which shares principles and methods for creating the kind of bond with your customers that cause them to spend more, remain loyal and refer others. Early in the book he went through a checklist three pages long of some of the simplest ways we can make sure we come across to our prospects and customers in the best possible light. Brilliantly simple.
Some of the hotels I stayed at, while again; filled with extremely kind and friendly guest-contact employees, failed in many of the key areas that would allow a guest to enjoy their stay to the max, rather than simply to a degree.
And, in today’s world, where businesses complain that it’s “the economy” that’s keeping them down, they might want to look inward, instead.
Meanwhile, one incident happened during my trip in which I was the cause of a poor experience with a customer, so please don’t think I’m pointing a finger out without pointing three back at myself.
And, I’ll share my mistake in the next post.