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Business of Excellence

Posted in Harvard by Pankaj Gudimella on March 19, 2009

At a well-known five-star hotel, I asked if I could extend my checkout time by two hours. I was told no; the hotel was full. Unless I paid for a half day; then they’d accommodate me.

Huh?

If the hotel was full and needed my room, why would it make a difference if I paid them? And if they did have the ability to extend my checkout, why would they charge me? I spoke with the manager. Same answer.

That was the last time I stayed at that hotel franchise.

Contrast that to my recent experience at the Four Seasons in Dallas, TX, a hotel where I’ve stayed several times.

When I arrived I didn’t have to stand in line to check in; the valet simply handed me the key to my room. Which was set-up exactly as I like it: a yoga mat and an exercise schedule on the bed; a bowl of fruit on the table. And they automatically extended my check out time.

I am a customer for life.

More here from Peter Bregman.