Tuesday, May 15, 2007
In Sales Little Things Mean Everything
The Embassy Suites is one of my favorite hotels.
I just like their concept and up until last week I enjoyed my visits.
The purpose of this letter is not to gripe about poor service.
The purpose of this letter is to remind you (sales professionals)
what happens when you screw up the little things.
The little things add up. The lifetime value of a customer also
adds up.
Here's an example of what I mean.
My experience has always been positive at the Embassy Suites Tampa -
near the Airport.
But my Boot Camp May 2-3 was a totally different experience.
Here a just a few things:
I had 21 people stay at the hotel. Some people had to call 3-5 times
because they were told the hotel was sold out. Several people called
a day or two before the program and got reservations.
About 6:30 AM on May 2nd – I went down to the Font Desk ask asked
the woman if she could get security to open my meeting room, so I
could get set-up. She said it should be open and I responded “Well -
it isn't open.” She gave me a look that would frighten an NFL linebacker.
Ten minutes later I went back downstairs to see if she located security
and she said he’ll be right there.
They ran out of rooms so I was upgraded to a 2 bedroom suite #601. That
should have been good news. The bad news was - there’s no desk, but
there is a table and 4 chairs with cave-like lighting.
I ordered a room service lunch, as I have every time I have stayed at
the hotel, for 12:15. I placed the order with room service at 10:00 AM.
At 12:35 I called. No one in the restaurant picked up. Called the
lobby and was told someone would go check for me. At 1:40 I went
downstairs to check on the room service myself.
I went back upstairs and the server was at my door – with apologies
of course. My grilled grouper sandwich was ice cold.
The same thing happened the next day and it took even longer. I
ordered the tuna fish sandwich, because it’s already cold. When
the server got there, once again she apologized. She left the tray,
no bill, and no napkin or silverware. Since my intention was to eat
the tuna and not the bread, I did so with my fingers. Sucking the
tuna from my fingers really made my day.
At breakfast on the first day, the hotel had bananas and spoons. On
the second day there were no bananas and no spoons – so I ate my
yogurt with a fork. Another unique experience for me.
Speaking of yogurt, the door handle, which is attached to the
refrigerator door, with a handle and two screws – only had one screw
so the door handle was left to dangle.
I also think someone was selling the Hotel day old donuts – both days.
The juice dispenser had no label for orange juice. There was orange
juice the second day and I’m not sure what was being dispensed the
first day.
I had dinner at the restaurant both nights. The server was polite,
but her perfume was overwhelming, at a distance of 10 feet, and some
one should talk to her. Forget it - I'm not volunteering.
The hotel has had a lot of turnover and maybe that's why so many
little things didn't go according to plan.
None of these little things is a big deal. When a lot of little
things go wrong it then becomes a BIG DEAL.
I estimate my group spent (including me) $7876 on sleeping rooms.
Add to that another (I’m guessing I haven’t seen the bill yet)
another $2000 for the meeting room etc. – bringing the total to
$9876 for two days. Truly not a lot of money for a big hotel.
What is a lot of money is the estimated lifetime value of my
business which is $296,280.
Now, that's the story and here's the point if you're in sales.
You'd better take care of the little things for your customers if
you don't want to risk losing the lifetime value of those customers.
My next Sales Training Boot is scheduled for May 7-8, 2008.
I won’t be back – Marriott, here I come. I signed the contract today.
In sales, little things mean everything.
PS - When it comes to little things you clearly have two choices. You
can screw them up or do them up right. If you'd like to take a gander
at some little things you can do for your customers, order your
copy of my compelling CD titled, "75 Little Things You Can Do To
Grow Your Business And Boost Your Income."
As a special BONUS for you I'll include a PDF (Written version)
with the first 100 orders I receive.
Go here right now to get your CD and PDF file:
http://www.kickstartcart.com/app/netcart.asp?MerchantID=39581&offerid=14697&q=2
I just like their concept and up until last week I enjoyed my visits.
The purpose of this letter is not to gripe about poor service.
The purpose of this letter is to remind you (sales professionals)
what happens when you screw up the little things.
The little things add up. The lifetime value of a customer also
adds up.
Here's an example of what I mean.
My experience has always been positive at the Embassy Suites Tampa -
near the Airport.
But my Boot Camp May 2-3 was a totally different experience.
Here a just a few things:
I had 21 people stay at the hotel. Some people had to call 3-5 times
because they were told the hotel was sold out. Several people called
a day or two before the program and got reservations.
About 6:30 AM on May 2nd – I went down to the Font Desk ask asked
the woman if she could get security to open my meeting room, so I
could get set-up. She said it should be open and I responded “Well -
it isn't open.” She gave me a look that would frighten an NFL linebacker.
Ten minutes later I went back downstairs to see if she located security
and she said he’ll be right there.
They ran out of rooms so I was upgraded to a 2 bedroom suite #601. That
should have been good news. The bad news was - there’s no desk, but
there is a table and 4 chairs with cave-like lighting.
I ordered a room service lunch, as I have every time I have stayed at
the hotel, for 12:15. I placed the order with room service at 10:00 AM.
At 12:35 I called. No one in the restaurant picked up. Called the
lobby and was told someone would go check for me. At 1:40 I went
downstairs to check on the room service myself.
I went back upstairs and the server was at my door – with apologies
of course. My grilled grouper sandwich was ice cold.
The same thing happened the next day and it took even longer. I
ordered the tuna fish sandwich, because it’s already cold. When
the server got there, once again she apologized. She left the tray,
no bill, and no napkin or silverware. Since my intention was to eat
the tuna and not the bread, I did so with my fingers. Sucking the
tuna from my fingers really made my day.
At breakfast on the first day, the hotel had bananas and spoons. On
the second day there were no bananas and no spoons – so I ate my
yogurt with a fork. Another unique experience for me.
Speaking of yogurt, the door handle, which is attached to the
refrigerator door, with a handle and two screws – only had one screw
so the door handle was left to dangle.
I also think someone was selling the Hotel day old donuts – both days.
The juice dispenser had no label for orange juice. There was orange
juice the second day and I’m not sure what was being dispensed the
first day.
I had dinner at the restaurant both nights. The server was polite,
but her perfume was overwhelming, at a distance of 10 feet, and some
one should talk to her. Forget it - I'm not volunteering.
The hotel has had a lot of turnover and maybe that's why so many
little things didn't go according to plan.
None of these little things is a big deal. When a lot of little
things go wrong it then becomes a BIG DEAL.
I estimate my group spent (including me) $7876 on sleeping rooms.
Add to that another (I’m guessing I haven’t seen the bill yet)
another $2000 for the meeting room etc. – bringing the total to
$9876 for two days. Truly not a lot of money for a big hotel.
What is a lot of money is the estimated lifetime value of my
business which is $296,280.
Now, that's the story and here's the point if you're in sales.
You'd better take care of the little things for your customers if
you don't want to risk losing the lifetime value of those customers.
My next Sales Training Boot is scheduled for May 7-8, 2008.
I won’t be back – Marriott, here I come. I signed the contract today.
In sales, little things mean everything.
PS - When it comes to little things you clearly have two choices. You
can screw them up or do them up right. If you'd like to take a gander
at some little things you can do for your customers, order your
copy of my compelling CD titled, "75 Little Things You Can Do To
Grow Your Business And Boost Your Income."
As a special BONUS for you I'll include a PDF (Written version)
with the first 100 orders I receive.
Go here right now to get your CD and PDF file:
http://www.kickstartcart.com/app/netcart.asp?MerchantID=39581&offerid=14697&q=2
# posted by Jim Meisenheimer @ 1:37 PM 
