There is no charge for awesomeness.


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Here’s an e-mail I received recently when  I checked out of my hotel. It came through on my phone as I rode the elevator down to the car to head to the airport:
Dear Charles Bowen,
On behalf of our entire staff I would like to thank you for allowing us to be your host during your recent stay in Phoenix. Our goal is to exceed your expectations at every opportunity. We genuinely hope your time with us was comfortable, efficient and enjoyable.
We know you have a number of hotel options when you travel, that’s why we are constantly striving to improve our accommodations and service. We want you to think of us first the next time you are traveling to Phoenix. Whether it’s a quick business trip, a vacation or a national convention we want to be your hotel of choice.
Again, we sincerely thank you for choosing the Wyndham Phoenix.
Warm Regards,
Steve Cohn
Managing Director
This type of thank you isn’t terribly hard to do – this one is entirely automated and not personalized at all. The manager didn’t leave me a hand-written note with my bill, and he doesn’t need to – our interaction wasn’t that personal.
But a quick (albeit automated) message that recognizes the fact that I could have stayed at a number of other hotels and mentions that they appreciate my busines is certainly welcome. I never get that from Marriott or Sheraton or Hyatt – and I’m a member of their reward programs.
I ordered a jacket from Land’s End for Christmas, and they sent me a hand-written note in the box to say thanks. Every time I get my oil changed, the owner of the family-run shop calls me the next day to make sure the service was top notch.
Steve Cohn and Land’s End and my mechanic don’t have to do that. But they do, and that extra 10 percent goes a long way. I can highly recommend all three of them to anyone in need of a hotel in Phoenix, a solid sport coat or an oil change on Cleveland’s east side.
As you and your employees interact with your customers, there are a few things you can do to stand out from your competition, and you could do a lot worse than a quick thank you.


February 10th, 2011 at 9:27 am

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