Business owners: Don’t mistake silence for satisfaction
Marketing wisdom from our friend Jim Connolly
Marketing wisdom from our friend Jim Connolly
There was a quickie article in the most recent PAII email about complimentary items in the guest rooms. Specifically water, drinks, snacks. The article said that it should cost less than $10/room to provide this (talking to hotels) and why aren't hotels doing this? Why are they still charging $4 for warm bottled water?
So I had a great plan for a package that included snacks, movies and other items. (Unrelated to the article.) Idea flopped. I was left with boxes of snacks. Started putting them in the rooms. Holy cow! First guest was over the moon. Testing more rooms this weekend.
No guest ever mentioned having in-room snacks before. They like the cookies in the guest area with their tea, but it looks like this one might be a go. At least I can test it until the snacks run out. See what is eaten and what is left. I think it was about $3/room. Sure, that adds up. It might be an extra $900/year. Cost of a couple of directory listings, right? Have to see if it plays out to more repeats or more word-of-mouth mentions.
As I said, no one ever asked, but it seems like a welcome surprise..
Good thinking Mort! I bet it'll show up in some reviewsMorticia said:There was a quickie article in the most recent PAII email about complimentary items in the guest rooms. Specifically water, drinks, snacks. The article said that it should cost less than $10/room to provide this (talking to hotels) and why aren't hotels doing this? Why are they still charging $4 for warm bottled water?
So I had a great plan for a package that included snacks, movies and other items. (Unrelated to the article.) Idea flopped. I was left with boxes of snacks. Started putting them in the rooms. Holy cow! First guest was over the moon. Testing more rooms this weekend.
No guest ever mentioned having in-room snacks before. They like the cookies in the guest area with their tea, but it looks like this one might be a go. At least I can test it until the snacks run out. See what is eaten and what is left. I think it was about $3/room. Sure, that adds up. It might be an extra $900/year. Cost of a couple of directory listings, right? Have to see if it plays out to more repeats or more word-of-mouth mentions.
As I said, no one ever asked, but it seems like a welcome surprise.
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