I dare you. Turn each guest’s visit to your hotel into a story.
Ok, for the rest of you, allow me to explain. I just spoke to a fine group of hoteliers in Las Vegas. LodgingHost Corporation had me come to Las Vegas to speak to their managers and administrators.
By now, you’d have to live on the far side of the moon to not know by now the hospitality industry is suffering. This economy is making it very hard, and this upcoming winter looks to be another horrible season. (Though there is much hope for Spring.)
We stayed at the Excalibur Casino. It was fine. The rooms were nice. The service was fine. Everything was fine. But as I said to the folks of LodgingHost, in this economy, “fine” is a failure. As Kevin, the president of LodgingHost told us all, “Customer service is everything.” I couldn’t agree more.
I’ve stayed in approximately 800 hotels. And I remember only a handful. And without exception, the ones I remember are the hotels where a somebody of the hotels where somebody created a story for me.
It’s that simple: when there was a story, I remembered it. Otherwise, the hotel was either lousy, or possibly even “fine.” “Fine” equals “forgettable.”
Check out the video, and pay attention to the bribe I offered the folks at LodgingHost.
First, the concept: As I told them in Las Vegas, it would be terrific, (but probably impossible) to create a memorable story for EVERY guest. But it IS possible to create a story for some of your guests.
Perhaps you could create one story for one guest every day? (Though my sense is that goal is WAY to lame. If you cannot “make the day” of several of your guests every day you just aren’t trying.)
I challenge you: come up with a technique to create stories for your guests. Maybe it’s hand delivering them a bottle of water. Or going out of your way to…. I don’t know what. But my guess is that you do. In fact, I KNOW that you have ideas how to create these superhero customer service stories.
My Bribe: Be one of the first 12 people to leave a comment below about what you will (or are!) doing for your guests to create amazing customer service stories and I’ll send you a gift. Nothing huge, but I’ll make sure it’s cool.
Thanks LodgingHost. It was a total pleasure. I can’t wait to hear your stories.
Do you need a funny motivational speaker to speak to your organization about customer service? I’m your guy. Let’s talk about making your convention or meeting special. Go to the contact page.
Funny Customer Service Speaker, Las Vegas Speaker, And Fan of Creating Stories