I want to talk just a little about the couple of truly fantastic American organizations I carefully observe and respect and why they're so productive.
1st, let's talk a little about the lack of excellence and 1 terrific place to uncover that is the hospitality industry.
The hotel and motel business is, in my opinion, the most screwed up, poorly managed, insensitive, uncaring business there is. I travel a lot and my company's booked meeting rooms and convention space in hotels all across the country. Pretty much all of them rate between poor and awful and in terms of valuing the customer...most have no perception of this suggestions whatsoever.
The exceptions are so notable that I can really don't forget the details. Most of the hotel executives and employees dealing with meetings and conventions make the mistake of thinking small business is based on the facilities, the brass railings, the marble in the bathrooms, the rates, the financial statements, they forget that their enterprise is clients and customer service.
At the Opryland Hotel in Nashville, Tennessee they give gold guitar shaped lapel pins to the guests who are running meetings. Each and every hotel employee is taught that a guest wearing one of these pins is a valued, fundamental client with unique wants under the pressure of running a meeting. The hotel employees are taught to respond quickly to these pin wearing VIP's.
Why don't all hotels copy this notion? It's uncomplicated, they don't genuinely fully grasp the company they're in.
Now let's talk briefly about a couple of genuinely superb corporations.
Number 1 is Federal Express. My corporation uses Federal Express nearly daily to deliver time-sensitive materials, to pick up documents. Once we even had Federal pick up a check from Continental Airlines considering that Continental couldn't move the check overnight but Federal would. In my encounter Federal never misses. They truly do deliver absolutely, positively overnight.
But even more importantly Federal places a priority on it's relationships with its consumers. Example, Federal sends new info, literature, and brochures to its consumers often. Example, Federal's employees, those who pick up and deliver and those in the offices, are merely superb. They're friendly, courteous, and beneficial, they listen and don't interrupt and they react calmly to even bizarre troubles and questions and they sell Federal. The driver who frequently comes to our office typically passes on some new piece of information and facts about Federal's statistics, new services or goods or expansion. This kind of service does not take place by accident.
Corporation number two Omaha Steaks. What an incredible corporation this is. Omaha Steaks sells food by mail order such as the greatest corn fed beef you'll ever eat. Frankly their goods are high-priced but the product quality warrants the cost. Then again, the actions beyond item good quality are what make this company a superior performer. Here's just 1 example of the obvious value and significance they place on the customer.
We call Omaha regularly in the course of the year and send distinct assortments of their items to our valued clients as thank you gifts. Last year shortly before Christmas we received in the mail from Omaha a list of all the folks we had sent gifts to in the course of the year, what we had sent them, when we sent it and what we had spent. If we wanted to send the very same gifts once again to the same individual it was as easy as checking off a box and returning the form.
This is a key example of a brilliant marketing and advertising technique that is also a true service to the customer and that's a real key advertising idea. How can we marketplace our goods or services and at the exact same time give a meaningful service to the customer?
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