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The little things matter #2

I wrote about the nice word-of-mouth-worthy coffee perks at a $700 hotel in Miami.

But I also travel to exotic destinations like Marriott’s Fairfield Inn in Grand Rapids.

CIMG1872Waiting for me in the room:  Cookies, water, and manager Jodi Beers’ business card.  It was a weekend, it was a personal trip, and there was no reason to do anything special for me.

But Jodi did.  This entire gesture cost $1 and took 1 minute.  Made me very happy.

It’s not about the chance that some guy like me will blog it.  It’s about the genuine warm-and-fuzzy feelings that each customer leaves with.

I’m curious about how/if Marriott encourages this.  I stay there fairly often, and this sort of thing  happens a lot, usually in the out-of-the-way locations.

Your job:  Right now – find something nice you can do for every customer that costs less than $1.

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Comments

  1. James Lamb February 27, 2008 at 9:01 am #

    Cookies? Nice.
    The last few times we’ve stayed at Hilton’s (Bellevue, Wash. and Oxnard, Calif.) there’s been a nice form letter hand-signed by the manager, thanking me for staying and for being a Hilton Honors member. In Bellevue there was also a bottled water. (Nice since they also have other bottles in the room that they’re happy to charge you for if you drink it.)
    No such niceties during my recent stay at Sheraton.

  2. Sheila Scarborough February 27, 2008 at 9:07 am #

    And I’ll bet the Fairfield WiFi was free, too!

  3. Bob Carney February 27, 2008 at 9:38 am #

    Marriott Platinum Member I presume? Did you get a treat at Check in or recognized as a platinum member? It is a little thing that makes a difference in your travels. Marriott knows that. You remember the service more than the price. Ritz Carlton knows that too. Hotel service have to do this to separate them from the rest.

  4. Michael W. Mills March 1, 2008 at 12:57 pm #

    With every item I sell on eBay goes a handwritten Thank You note attached to a Toostie Pop. Cost: less than $0.20. Return: Many positive comments and (hopefully) 5 star DSR scores.
    Have Fun!
    Mike

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