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Our Horrible Hampton Inn Stay Wasn’t the Employee’s Fault

Our Horrible Hampton Inn Stay Wasn’t the Employee’s Fault

Tammy and I were each driving our cars cross-country this week from Las Vegas to Fort Wayne, Indiana. I was in my car, and she was driving our SUV while pulling a small U-Haul trailer. Our older dog, Lucy, was in the car with me, and our puppy, Chloe, was Tam’s traveling companion. After a long day crossing I-40, we pulled off in Amarillo, Texas, to use some Hilton Honors points and stay at the Hampton Inn West just off the highway.

Chloe and Lucy are good dogs.

As it was difficult in the busy parking lot to find a space big enough for the SUV and trailer, the front desk clerk said that since I was a Diamond-level Hilton Honors guest, we could pull the combination into the two spots reserved for Diamonds on the side of the building. We dragged our luggage from both vehicles. Tam went to park her SUV and trailer as directed. I loaded our baggage on a cart, threw it into our room, and then returned to help her get both dogs out for a potty break, after which I’d park my car as she headed up to our hotel room.

I opened the door to the room, quickly got the luggage inside, and hurriedly returned to help my wife. The dogs finished their business, and Tammy headed to our room with them as I circled the lot, looking for a place to park my car.

As I re-entered the Hampton Inn, Tammy texted me a picture as she was calling me. Opening the closet, she found men’s dirty underwear and socks. I noted the TV was on when I opened the door to pitch the luggage in. I immediately became afraid that a person was still occupying the room and would return to find someone he would perceive as an intruder. I told her to exit the room immediately and wait for me to get up there to get our luggage.

As I told the front desk clerk what had happened, she said it “was impossible.” I asked her why I would make something like that up. Then I showed her the picture. She told me, “If your wife entered the room with those dogs, my manager says I can’t give you another room.”

I was incredulous. Would she even imagine we would stay in a room that had obviously not been properly cleaned—and perhaps had not been vacated? I might not have been as kind as I was previously, but I told her in no uncertain terms that we were getting another room. She made me wait as she texted her manager, who, after several minutes of leadership contemplation, told her to give us a different room.

I get Tammy and the dogs in the new room, go back up, reload the luggage, and move it down two floors to our new location.

Finally, at about 11 PM, we drift off to sleep. Until 1 AM when the phone in our room rings.

This time, the overnight clerk at the front desk ordered that I must move our SUV and trailer immediately or risk being towed away. I informed her that I parked where the last desk clerk told me to — and a bit coldly asked why she would call a guest at 1 AM anyway.

“My manager has made it clear that only Diamonds can park their cars in those spots.” I responded that I was a Diamond. “Yes, but you also parked a trailer in the other spot, and that’s against what my manager told me was permissible. If it’s not moved, it will be towed.”

So, I get up, get dressed, and head out into about 35 degrees and spitting snowfall. I asked the clerk to show me where to park so I wouldn’t be towed. She points to an empty space in another hotel’s parking lot. “You can park there—they don’t mind.”

“How will I know,” I ask, “that THEY won’t have me towed because I’m not a guest there?”

“They won’t care. It’s fine.”

Tired and upset, I park the SUV and trailer where she points — and move my car into one of the Diamond spots. I return to the room a little after 1:30 AM, adrenaline pumping because I’m so mad and frustrated. It takes me at least 90 more minutes to finally fall asleep.

As we check out about three hours later — exhausted and with a day’s drive ahead — the same overnight clerk tells me that three other cars — two with trailers — were towed away after I moved mine. (Which was, fortunately, just fine where I had parked it in the other hotel’s lot.) She presented the bill for the night at the hotel. (Even though we were using points for the stay, we were charged $95 for having two dogs with us.) I told her I wanted to have a few words with the manager.

She said, “After I told the manager about all the upset guests from the towing and everything, he told me he was sick and wouldn’t be in this morning.”

As we drove away, I realized that even though I was angry with those two clerks for obviously egregious behavior towards customers, the blame should rest on the missing manager. Both clerks were more concerned with upsetting the manager than their customers. Apparently, they were afraid of managerial reprisals for any deviance from “the policy” — even if their efforts were to ensure that the guests at the property were taken care of in the manner that the hotel promised in their marketing and branding efforts.

  • How about you and your team?
  • Would they be afraid that making it easier for the customer (like where a guest can park or moving someone from a dirty room) isn’t the priority and would cause them to be on the receiving end of managerial reprimands?
  • Have you trained them on the Ultimate Customer Experience®?

These desk clerks knew one thing: there would be hell to pay if they did something outside the lines of precisely what their manager had told them.

Keeping guests in a dirty room or towing their cars away in a strange city was acceptable as long as it fits within what the manager had outlined.

That’s bad management. Of course, you already knew that by how the manager hung his employees out to dry by calling in sick after being told there were upset customers wanting his attention.

One final thing: I called the Hilton “Customer Cares” line the following day while driving to tell them about my horrible experience. A woman I could barely understand — as her English obviously was not yet fluent — told me she could put my points back into my account.

I replied that I also wanted a refund of the $95 because I didn’t want that property to have a cent of my money — and that they had failed on the aspect that’s the bare minimum of what a hotel guest has a right to expect: a decent night’s sleep.

She told me that was beyond what her manager would let her do, and she’d have to escalate my case. I said I would like to speak to a supervisor. She replied that it was impossible — just check my account in 48 hours, and I would know what they had decided.

I hung up and just shook my head as I proceeded down the Interstate. If that’s how they treat their best customers as a Diamond Hilton Honors member — how do they take care of (or not) their occasional guests?

And why should I choose a Hilton brand in the future as opposed to another? (They might save the $95 — and lose thousands in future business. We will see…)

What happened to me isn’t important to your business, but the question about how your employees treat your customers is.

It’s literally the future of your business.

Leveraging AI to Deliver the Ultimate Customer Experience®

Leveraging AI to Deliver the Ultimate Customer Experience®

In the field of customer experience, the advent of Artificial Intelligence presents an unparalleled opportunity for businesses to redefine the way they interact with customers.

Your incorporation of AI into your customer experience strategies is not just about harnessing new technologies; it’s about crafting more intuitive, responsive, and personalized interactions that elevate the customer journey to new heights. Here’s an exploration of how AI can be leveraged to enhance the Ultimate Customer Experience®:

AI-Enhanced Personalization

At the heart of any exceptional customer experience lies deep personalization – the ability to not only meet but anticipate the unique needs and preferences of each customer.

As I’ve written in my previous books dating back to the late 1990s, it’s the way you personalize to create emotional connections that form the fundamental difference between “customer service” and the “customer experience.”

AI excels in analyzing vast datasets to uncover patterns and preferences, enabling your business to tailor their offerings with unprecedented precision. From customized product recommendations to personalized communication, AI can transform a standard transaction into a tailored interaction that resonates deeply with the individual customer.

Conversational Interfaces and Virtual Assistants

AI-powered conversational interfaces, such as chatbots and virtual assistants, have revolutionized customer engagement by providing instant, on-demand assistance. These AI solutions can handle a wide range of queries, from simple FAQ responses to complex transactional conversations, ensuring that customers receive the right information at the right time.

The key to leveraging these tools in creating distinction lies in their seamless integration and human-like interaction capabilities, making digital conversations feel personalized and engaging.

Predictive AI concept image

Predictive Analytics for Proactive Engagement

Predictive analytics, powered by AI, allows businesses to anticipate customer needs before they arise, offering solutions and services proactively. This forward-thinking approach to customer engagement can transform the customer experience from reactive to proactive, delighting customers by exceeding expectations and preemptively solving problems.

Whether it’s predicting a need for maintenance before a product fails or offering a discount on a much-loved product before the customer runs out, predictive engagement adds a layer of thoughtfulness and anticipation to the customer experience.

Continuous Learning and Evolution

AI systems are inherently designed to learn and improve over time, analyzing every interaction to enhance future performance. This continuous learning process ensures that the customer experience is constantly evolving, adapting to new trends, preferences, and feedback.

Businesses that harness this aspect of AI can ensure that their customer experience strategies remain at the cutting edge, always one step ahead in meeting and exceeding customer expectations.

Finally – and most importantly:

Enhancing the Human Touch with AI Insights

While AI can automate and enhance many aspects of the customer experience, the human touch remains irreplaceable.

AI’s true power lies in augmenting human interactions, not replacing them.

By providing customer service representatives with real-time insights, suggestions, and support, AI enables them to deliver more empathetic, informed, and effective service. This synergy between AI and human intuition creates a customer experience that is both highly efficient and deeply personal.

In integrating AI into the Ultimate Customer Experience®, it’s vital that you maintain a customer-centric approach, ensuring that technology serves to enhance rather than detract from the personal, emotional connections that lie at the heart of every great customer interaction.

By leveraging AI in these strategic, thoughtful ways, you can create an Ultimate Customer Experience® that creates distinction for your business in a crowded marketplace.

The Ultimate Customer Experience®: Your Weapon Against Commoditization

The Ultimate Customer Experience®: Your Weapon Against Commoditization

This afternoon, I’m in a meeting in Buffalo, New York, listening to leaders of this retail company and their vendors talk about commoditization in today’s marketplace. In today’s rapidly changing business landscape, one of the greatest challenges organizations faces is the perilous trap of the “sea of sameness.” It’s all too easy to become just another face in the crowd, blending into a swarm of indistinguishable competitors.

But fear not, for there is a powerful antidote that can help you rise above this trap – the Ultimate Customer Experience®.

In my years as a professional speaker and author, I’ve had the privilege of working with organizations worldwide, helping them understand the significance of creating an unforgettable customer experience. Here’s are seven ways the Ultimate Customer Experience® can be your ultimate weapon against commoditization:

Distinctiveness is Your Shield: In a commoditized market, customers often make purchasing decisions based on price alone unless you provide them a reason to make a different choice. When you offer a unique and exceptional customer experience, you become a brand apart. You stand out in a crowded marketplace, and customers are more willing to pay a premium for what you provide. Distinctiveness becomes your shield against price-driven competition.

Building Emotional Connections: The Ultimate Customer Experience® goes beyond transactions; it’s about forging emotional connections with your customers. When you invest in creating meaningful, memorable interactions, you develop loyal advocates who not only return but also spread the word. These customers become your brand ambassadors, helping you expand your influence.

Consistency is Key: A crucial aspect of delivering the Ultimate Customer Experience® is consistency. Your customers should know what to expect every time they interact with your brand. You cannot become “Ultimate” if what you deliver is random. Consistency builds trust, and trust is the foundation of long-term relationships. Organizations that prioritize consistency demonstrate their commitment to excellence.

Continuous Improvement: The pursuit of the Ultimate Customer Experience® is a journey, not a destination. Embrace a culture of continuous improvement, always seeking ways to enhance the customer journey. Gather feedback, analyze data, and adapt your strategies accordingly. This commitment to growth not only keeps you ahead of competitors but also delights your customers.

Personalization and Inclusivity: In today’s diverse world, personalization and inclusivity are essential. The Ultimate Customer Experience® acknowledges the individuality of each customer and ensures that no one feels left out. This works in both B2B and B2C situations. As an article in Harvard Business Review stated, “The fundamental change in B2B is that it has become more like B2C.” By catering to diverse needs and preferences, you expand your reach and make everyone feel valued.

create distinction to battle against commoditization

A Competitive Edge: Commoditization often leads to price wars that erode profitability. However, by providing the Ultimate Customer Experience®, you shift the focus away from price. Customers are willing to pay more for an exceptional experience, giving you a competitive edge and increased revenue.

Authoritative Insights: As an author and professional speaker, I’ve witnessed how organizations that invest in our training on the Ultimate Customer Experience® gain authoritative insights into their industry. They become thought leaders and trendsetters, setting the standard for excellence.

It’s important to remember that the Ultimate Customer Experience® is not just a strategy; it’s a commitment to excellence that helps organizations transcend the trap of commoditization.

It’s about creating a distinct, emotional, and consistent experience that builds trust, fosters growth, and makes your brand a global leader.

As you embark on this journey, remember that it’s an ongoing process that requires dedication and continuous improvement. Seek out diverse perspectives, stay relevant on a global scale, and never stop advocating for the importance of standing out and delivering the ultimate customer experience.

And if we can help you with training your team, coaching your executives, and consulting with your leaders, we stand ready to be of personal assistance.

Write me at: Info@ScottMcKain.com — or call +1-800-838-6980.

By embracing these principles, you’ll not only escape the commoditization trap but also lead your industry with unwavering distinction. Your customers will thank you, your brand will thrive, and your organization will reach distinctive heights of success.

Navigating the Holiday Season Through the Ultimate Customer Experience®

Navigating the Holiday Season Through the Ultimate Customer Experience®

As we approach the end of the year, many organizations face unique challenges and opportunities in delivering an Ultimate Customer Experience®.

The holiday season, with its last-minute shoppers and potential for disgruntled customers returning gifts, is a critical period for any business aiming to stand out in a crowded marketplace.

Here are eight specific steps an organization can take to ensure a superior customer experience during this busy time.

  1. Anticipate Last-Minute Needs

Last-minute shopping is more than a trend; it’s a reality of consumer behavior. According to a survey by the National Retail Federation, nearly 30% of holiday shoppers are expected to make purchases in the final week before the holidays. To capitalize on this, ensure your inventory is stocked with popular items and easily navigable. Consider offering delivery, expedited shipping options, and convenient, last-minute purchase solutions like e-gift cards.

  1. Streamline the Return Process

Post-holiday returns are inevitable. A study by Optoro, a reverse logistics company, estimates that around $90 billion worth of goods are returned during the holiday season. To handle this efficiently, create a hassle-free return policy. Ensure your staff is well-trained and prepared to manage returns swiftly and empathically, turning potentially negative experiences into positive ones.

  1. Leverage Personalization

Personalization can significantly enhance the customer experience. Utilize customer data to provide tailored recommendations, both in-store and online. According to Epsilon, 80% of consumers are more likely to make a purchase when brands offer personalized experiences. This personalized approach can be especially effective for last-minute shoppers looking for quick, suitable gifts.

This personalization is not just using the customer’s name in an email. It’s also educating your team in the importance of connecting with their customers.

(I discuss this in detail in my latest book, “The Ultimate Customer Experience” – which might make a great Christmas gift to give to you team…and to yourself!

  1. Enhance Digital Integration

With the rise of e-commerce, digital integration is crucial. For those shopping online, a seamless and intuitive digital experience is essential. Ensure your website can handle increased traffic, and that mobile optimization is a priority, as a significant portion of last-minute shopping is done via smartphones.

  1. Focus on Employee Engagement

In my presentations, here’s a point that I always make: Your employees are the frontline of customer experience.

Gallup research shows that organizations with highly engaged employees experience a 20% increase in sales. Invest in training programs that empower your staff to deliver exceptional service and ensure they have the resources to manage the holiday rush effectively.

  1. Implement Feedback Loops

Actively seek customer feedback during and after the holiday season. This can help you identify pain points and areas for improvement. Quick, responsive adjustments based on customer feedback can significantly enhance the experience and build long-term loyalty.

  1. Create an Ultimate Customer Experience®

In a season often characterized by stress and hurry, creating a memorable and enjoyable shopping experience can be a significant differentiator. Consider implementing festive in-store experiences or special holiday promotions. These touches not only attract customers but also leave a lasting positive impression.

  1. Plan for Post-Holiday Engagement

Finally, the end of the holiday season is not the end of the customer journey. Plan post-holiday marketing strategies to keep your brand top-of-mind. This could include follow-up emails, special offers, or loyalty programs to encourage repeat business in the new year. When you’ve delivered an ultimate experience, customers naturally want to repeat their business and refer you to friends and colleagues.

Delivering the Ultimate Customer Experience® during the holiday season requires a blend of anticipation, personalization, and responsive service. By focusing on these areas, organizations can not only navigate the challenges of the season but also turn them into opportunities to build lasting customer loyalty and stand out in the marketplace.

Remember, the goal is not just to survive the holiday rush but to thrive within it, creating experiences that resonate well into the new year.

The Perils of Complacency: First Lessons from My Rotator Cuff Surgery

The Perils of Complacency: First Lessons from My Rotator Cuff Surgery

Last week, I underwent rotator cuff surgery on my dominant right side, sending me on a challenging journey that has unexpectedly enriched my perspective on life and business.

The next 4 to 6 weeks will find my arm and hand – the ones I rely on most – immobilized. And it will likely be six months or so until my shoulder returns to normal. This experience has been a profound teacher, highlighting how we often take the simplest things for granted.

As I navigate daily tasks with only my left hand, I’m reminded of the bigger problem: the danger of complacency, both in our personal lives and in the business world.

Eating with my non-dominant hand has been a messy learning curve, a minor yet vivid illustration of how we overlook the ease of our routine activities. When Tammy and I stopped for breakfast after my first session of physical therapy, it was a total disaster. I left the restaurant with more scrambled eggs on me than in me.

This reliance on the ordinary extends beyond personal experiences; it mirrors a critical issue in the business world. When companies take their customers for granted, they risk delivering subpar experiences. Similarly, managers who fail to acknowledge the value of their employees might only realize their worth after they depart, leaving behind a void of relationships and connections built over time.

Here are four dangers of complacency in your business:

1. Customer Alienation: Businesses that become too comfortable with their current success may neglect evolving customer needs, leading to dissatisfaction and loss of loyalty.

2. Employee Disengagement: Failing to appreciate and engage employees can result in decreased morale, productivity loss, and a higher turnover rate, damaging the organization’s internal dynamics and reputation.

3. Stagnation and Loss of Competitive Edge: Complacency leads to a lack of innovation, causing businesses to fall behind in a rapidly changing market.

4. Reputational Damage: Underestimating the power of word-of-mouth and social media can lead to a tarnished reputation if customers or employees feel undervalued or ignored. 

While my physical situation will take time to mend, there are some steps you can begin to take immediately to avoid the problem of taking customers and employees for granted in your business. Here are the first five that I would suggest:

1. Active Listening and Feedback Incorporation: Regularly soliciting and acting upon feedback from both customers and employees can prevent complacency and foster continuous improvement.

2. Empowerment and Recognition: Empowering employees through decision-making roles and recognizing their efforts can enhance engagement and loyalty.

3. Continuous Learning and Adaptation: Encouraging a culture of learning and adaptation ensures that the business stays relevant and responsive to market changes.

 4. Personalized Experiences: Offering personalized experiences to customers and tailored development opportunities for employees can strengthen relationships and loyalty.

5. Regular Evaluation and Benchmarking: Periodic assessments of customer satisfaction, employee engagement, and market trends can help identify areas of complacency.

As I learn to adapt to my temporary physical limitation, it’s a reminder that we should never take for granted the seemingly small yet significant aspects of our lives and businesses.

Businesses need to continually nurture their customer and employee relationships with the same care and attention as one would in relearning basic tasks with a new set of constraints. This approach not only helps in avoiding the pitfalls of taking things for granted but also paves the way for sustainable growth and success.

In a world where change is the only constant, staying vigilant against complacency is key.

Not Just “Thanksgiving” – it’s “Thanks-LIVING”

Not Just “Thanksgiving” – it’s “Thanks-LIVING”

In our fast-paced world, where challenges abound, and gratitude often takes a backseat, embracing the concept of “ThanksLiving” is more vital than ever.

My mentor, Grady Nutt, introduced me to this idea through his chapter “ThanksLiving” in a book of verse. The essence of ThanksLiving is not just about expressing gratitude on special occasions but living a life steeped in thankfulness every day. 

Grady’s description of ThanksLiving as “an attitude that finds treasure in the plowed field of routine” resonates deeply — especially in current times.

We’re living in an era marked by significant challenges: political divisions, global pandemics, economic uncertainties, and social unrest. Amidst this turbulence, it’s easy to overlook the beauty of our daily routines, the quiet moments that bring us peace and stability. Yet, it’s in these routine aspects of life where we spend most of our time and where the seeds of gratitude can grow most abundantly.

In the United States, as we approach the Thanksgiving holiday, it’s customary to pause and reflect on our blessings. This tradition is more important than ever in our politically divided landscape. However, as Grady often reminded me, true gratitude extends beyond a single day. He encouraged me to slow down and savor life’s journey, emphasizing that the small moments often give the larger ones their meaning. This wisdom holds true in all aspects of life, particularly in times of loss and grief.

gratitude nurtures our lives

The value of a single day or a fleeting moment becomes starkly clear when we lose someone dear to us. Warren Zevon, while battling cancer, poignantly advised David Letterman to “Enjoy every sandwich.” When my wife, Sheri, was dealing with the effects of terminal ovarian cancer, it was the quiet moments on our deck sipping coffee that brought more meaning to us than when we saw the Mona Lisa in the Louvre or strolled the beaches of Maui. This sentiment echoes in the lyrics of the hit song from my great friends, Diamond Rio, in “One More Day,” underscoring the importance of cherishing every moment.

These reflections remind us that every day, every experience, no matter how mundane, has inherent value and is worthy of our appreciation.

As we celebrate Thanksgiving this week, let’s do so with the spirit of ThanksLiving. Let’s make gratitude a daily practice, not just a yearly ritual. In challenging times, adopting a ThanksLiving mindset can be transformative. It encourages us to find joy and meaning in our everyday lives, to appreciate the small things that often go unnoticed, and to maintain a sense of hope and positivity despite the difficulties we may face.

Grady Nutt beautifully encapsulated this sentiment when he wrote that ThanksLiving is about holding “a cup to the water of life…and drinking the mystery of ‘being’ with zest.”

This approach is more than just a philosophy; it’s a way of life that can help us navigate the complexities of our modern world. By embracing ThanksLiving, we open ourselves to a deeper appreciation of life’s simple pleasures, the resilience to face its challenges, and the ability to find joy and meaning in every moment.

Let’s not limit our gratitude to this single day. Let’s strive to live in a state of constant thankfulness, embracing the everyday miracles that surround us. By doing so, we can transform not only our own lives but also positively impact those around us, fostering a more empathetic, understanding, and connected world.

ThanksLiving is not just a concept; it’s a journey towards a more appreciative and distinctive life, one that we can all embark on, today and every day.