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.
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Bob – right on the money again. It is those little things that make a difference.
It is funny how most of my recent hotel “incidents” relate to the iron. I stayed recently at a very nice and new Fairfield Inn in West Virginia and the iron didn’t have a non-stick coating. I made the comment to someone at the front desk and their response wasn’t “Thanks for letting us know. That is a good suggestion” but “Our irons are up to brand standards.” Which I remembered the next night at a Fairfield in Beachwood, OH that HAD non stick irons!
Thanks for the book suggestion – it is going on the list.
Bob,
I’m reading “Endless Referrals” where you stress doing the “little things” so that people will get to know, trust and like you. Perhaps you should send a copy of your book to those hotels just to help them out?
Have a great day.
I agree Bob…. We tend to forget (and gloss over) those experiences where the little things are handled/managed.
Cheers,
-Dag
Sorry to hear about your tough experiences. Since you are a “road” warrior, you could probably write a book on those! Applying your humor would almost guarantee it would be a #1 best seller!
Our last Major in Milwaukee presented horrific challenges. We booked rooms at one hotel. After one night there, I moved to the Hyatt. Things only worsened for the others that remained at the first one. I am not a prima dona, can tolerate 3rd. world countries & easily overlook mistakes, but have a hard time with certain things.
In my profession, one of the things I feel something people listen to more than ever is your dialect portraying consistency, longevity or perseverance. I have had some people say….”Hey, what’s it going to hurt to “try” this with me for a few months?” This immediately conveys to the prospect / customer that not only may you not be around very long, but that they are not worth your investment. People may have had bad experiences with recent commitments or service & they will not be willing to trust you! They are constantly surrounded by uncertainty either due to the economy, relationships, etc. & you could be their “true north.” If you yourself are uncertain, immediately make sure they have formed a relationship with someone that has exercised the discipline & courage to stay the course.
Not sure if this even relates, but it is a small thing that could hurt in the long run!
Thanks again!
g
It’s the little things people remember the most. It’s the compliment from the boss more than the merit increase; it’s the hug from your child more than their SAT score; and it’s appreciating the day ahead more than your three-year plan.
Thanks for the reminder Bob.
Alex
As is quite often quoted, the Devil is in the details.
Hi Bob!
Zig’s quote comes to mind: “Its not what happens to you that determines how far you go in life; it is how you handle what happens to you.” – ZIG ZIGLAR. You’re already way ahead me in life and EI!
And, turning your negative experiences into at least one positive, you get to buy a wonderful new snazzy shirt 🙂 Enjoy the feeling of some new fabric my friend 🙂
Chrisse – The Entrepreneur Lawyer
Thanks for the reminder re importance of the little things.
And thanks for calliing my attention to Jim Palmer’s book. Somehow I missed the release and I am such a fan of Jim’s. How is that for missing a big thing…failing to note the release of a friends book. 🙁
Thank you for your wise and profound comments, everyone. Please know that I read and learned from each one. Much appreciated!!
The little things do matter and apparently this major hotel chain knows the almighty dollar speaks volumes. Last week I filled out an online survey sent to me pertaining to a recent stay in Cleveland. Within 48 hours, a credit was applied to the charges … we received half our money back for risking our lives in a room which was a fire hazard. It’s nice to know we were “valued!”
@BobBurg I am so happy to know that your trip was filled with learning experiences. I love that about you, always turning the perceived ‘negative’ into a positive. Now, I would be remiss if I didn’t say how profusely sorry I am that the first three on your list happened at the hotel I selected for you!! AND rest assured, they compensated us for the mishaps generously, unfortunately had to ask for it…and they pulled through in the end.
Which I suppose that is part of the opportunity to reflect on oneself too. Do others have to point out to us the times we are not meeting their needs or providing excellence in service?
And all things considered, and experiences well embedded…you held up well my new BFF. You held up well and provided value opportunities for so many other people!