Hey !
Just got back from four days in Phoenix. I stayed at the Scottsdale Resort and Conference Center. It's funny because there were a lot of good things about the stay but they were entirely eclipsed at check out.
I noticed some odd charges on my bill $2/day for maid service (I've always thought that was part of the room rate) and $9.19 for bell service (I hauled my bag in and out, so what was that?) And Sunday morning at 2AM one of the holiday parties broke up and guest decided to use the pool Jacuzzi for two hours of loud conversation. Coupled with guests stumbling down the hall loudly at 3AM, it was frustrating and sleep interrupting to say the least.
I've never been accused of being cheap but I will dispute charges I wasn't expecting or don't deem appropriate. The desk clerk said he could do nothing, he had no authority. It was 5:45AM when I checked out, I asked for the Manager on Duty, there wasn't one. Long story short, this hotel has just lost a valuable repeat customer (I have family in Scottsdale) over less than $20. The good things about my stay were entirely forgotten in the irritation of the checkout.
I realized that since we remember the beginning and the end the best, it might be helpful to share some ideas of how to be unforgettable in business ... READ MORE.
And to give you a nudge of how important it is not to step over dollars to make a dime. My stay was $1300+ and yet they've lost a customer in me, likely worth $20K or more in the years to come (figure 2 visits a year over a decade), over $20. Good customer service isn't just some time, it's all the time. Ideas for you here.
http://melissagalt.com/marketing-strategies-how-to-make-your-business-unforgettable/
Have an awesome week filled with outstanding customer service!
Hugs,
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