2010-06-13 10:50:10 +0000
Today was the last day I had booked in my hotel room. I had won this room through an Internet bidding service at a heavy discount of $85 per night. However, I needed to extend my stay in the hotel another two days and that is where this relationship went to hell.
I called the front desk of this hotel and asked “I’d like to extend my stay another couple of nights, how much would that be?”
“Well, we can not give you the same rate you are on now, so it will be $200 a night to extend”.
“K, thanks, bye”.
So, what did I do? Tried Priceline again, and what should happen? We win another bid for two nights for $85 AT THE SAME HOTEL.
Calling the front desk resulted in “Oh, ok, come down to reception and change your key then, all good”…
So what is the difference between me calling up to extend, and me calling up with a winning bid?
Nothing, except one teeny tiny thing… I am an existing customer. I have already chosen this hotel (sure based on price, but I am here none the less) and so, they have an opportunity to create a strong relationship.
Which they shot in the foot.
This attitude just pushes the idea that my custom, is worth nothing, zero, squat and that my relationship with the hotel is worth nothing.
What did it gain the hotel? Well, the only thing it gained them is that now I know that I can “cheat” their “system” which just means contempt.
If the hotel was booked out, extending my stay at a low rate would not be good business sense. Sure. But it wasn’t. The hotel is half empty, and they are still offering the same price I paid through the internet.
Your existing customers are your most valuable resource. That is not to say you can’t entice new customers with “special offers”, that is fine, but remember that it is your existing customers who are paying your bills and feeding your cat.
This hotel in San Francisco would have won my stay for several more nights, but now I know that I can get a similar or cheaper price on the internet, which means my custom at this hotel is purely up to the gods.
And that is not good business sense.
- Rails Security Alert
- Encrypting Another Partition Using FileVault 2 on OSX Lion
- Installing Home Folder on Second Drive on OSX Lion
- undefined local variable or method `version_requirements'
- A New World of Resources
- Rails Static Pages
- Twitter Replacing Rails? So?
- Engine Yard Cloud Backups Generating Zero Length Backups
- Our Rails Rumble Entry - StillAlive.com
- Renaming a controller and redirection in Rails 3
- Updating RailsPlugins.org to Rails 3 - Part 1
- A new protocol for social interaction
- What is a distributed social network?
- Bundler and Public Git Sources
- Getting Heroku, memcached and Rails 3 working
- Why Bundler?
- Rails Commit Access
- Introducing TellThemWhen
- rake RSpec & Cucumber uninitialized constant Rails::Boot::Bundler
- Thank YOU...
- Inline Attachments for ActionMailer
- Upgrading RailsPlugins.org to Rails 3 - Part 1
- Stripping dollar signs and commas from a string
- Getting Rails 3 Edge with jQuery, RSpec and Cucumber using RVM
- Action Mailer, go Proc thyself
- The Real News Donation Drive
- ActionMailer ScreenCast and Article
- Installing RSpec for Rails 3
- I am speaking at RailsConf 2010
- Rails 3 Session Secret and Session Store
- If you're lazy and you know it write your specs!
- Bundler - uninitialized constant ActionController
- Bundle Me Some Sanity
- How to use Mail / ActionMailer 3 with GMail SMTP
- Put your mailer where the action is!
- Why Force a Choice?
- How to make an RSS feed in Rails
- Rails 3 Routing with Rack
- Bundle me some Rails
- Helping out in Haiti
- Watch your self
- Is Rails 3.0 a Game Changer?
- Where did the scripts go?
- validates :rails_3, :awesome => true
- New Rails Version 3.0 Guides Online
- New ActionMailer API in Rails 3.0
- Mail gem version 2 released
- How to rename a Rails 3 Application
- Rails 3.0 Examples
- November 2009 (1)
- October 2009 (2)
- September 2009 (2)
- August 2009 (0)
- July 2009 (1)
- June 2009 (0)
- May 2009 (1)
- April 2009 (0)
- March 2009 (0)
- February 2009 (0)
- January 2009 (2)
- December 2008 (0)
- November 2008 (5)
- October 2008 (0)
- September 2008 (1)
- August 2008 (0)
- July 2008 (2)
- June 2008 (13)
- May 2008 (7)
- April 2008 (18)
- March 2008 (8)
- February 2008 (5)
- January 2008 (7)
- December 2007 (20)
- November 2007 (22)