These are the words of Faith Taylor, the V.P. Of Innovation and Product Development for Wyndham Hotels and Resorts. Hotel industry execs gathered at the recent “Staying Ahead of the Design Curve” Conference put on by the American Hotel & Lodging Assn.
For Wyndham Hotels, part of providing a great customer experience is providing updated guestrooms and bathrooms, expanded lounge spaces and welcome centers.
But let’s not forget that even though a company has a fancy design - it doesn’t make up for poor customer service from a hotel employee!
I’m reminded of a cartoon on the Cartoon Network that I was watching the other day (my hidden child is revealed!) The cartoon is called “Camp Lazlo“ and at this camp the owner of the camp store was getting ready to have his grand opening. There was a huge line waiting outside, but he wouldn’t open his doors until the store was in tip-top shape! (He was a bit obsessed with everything being “perfect”). The customers were banging on the door wanting to be helped, yet the owner would not open despite their requests. Finally, the store owner had everything together, but when he opened up shop all the customers had left! Hmmm...maybe future business owners should watch this episode!
Moral of the story: You can have a beautiful store or bling-bling website, but if you don’t help your customers, all that effort is a waste!
What is outside is a waste of money and energy if what is inside is badly-represented. The saying 'Don't judge a book by its covers' will always be true.
Posted by: seattle news | November 15, 2006 11:20 AM | Permalink to Comment