Missed Hotel Wake Up Call Is A Great Way To Market

I’ve been a little remiss in posting as I’ve been traveling but traveling offers the opportunity to learn many marketing and sales lessons.

I’ve been to Las Vegas as a speaker and trainer more times than I care to remember in the past five years (I quit counting at 30) and have never had a remarkable experience.

Until this trip.

I was staying at the Monte Carlo Casino and I asked for a wake up call. I’ve learned over time that it is mandatory for hotels to have a wake up call option but it is optional to actually follow through with a requested call, so I always set my Nokia cell phone alarm. When I woke up just before the alarm I laid their in smug self satisfaction as the time for my wake up call passed and then five more minutes. My trusty Nokia did the job it was programmed to do but the wake up call service did not. Just as I was about to get into the shower, a knock on my door alerts me to the presence of a security officer. He mentioned that I hadn’t answered my phone (which hadn’t rung) for my wake up call so he was just making sure that I was awake.

You could have knocked be over with a pillow. In more than 1000 hotel stays no missed wake up call had ever been met with a knock at the door. Monte Carlo was onto something.

Something called great customer service.

It is one thing to make a mistake, it is another to correct it and make me aware of it before I have a chance to tell you about it.

If all sales and marketing organizations, sales trainers and customer service trainers took the time to teach this simple yet critical thinking as part of their curriculum and if employees listened and took it to heart, sales would skyrocket.

Nice job Monte Carlo Hotel and Casino, I’ll look forward to my next stay. Also, nice touch using real bath rugs rather than paper thin mats and for providing high quality soap that actually lathers. You did a lot of things right and I’ll be back.