Page 85 - My Marketing Sucks Book

● They stick around longer.

Superior customer care leads to customer retention, referrals, and loyalty like
nothing else. It's a dying quality of the American business today. Sometimes we
feel like nobody even understands it. We've seen some of the rudest people
representing their companies in the last 5 years.

Sadly, customer service is a lost art.

Your Unfair Advantage #12:
Create A Superior Customer Care Environment

Within Your Business

There is a New York City based hotel that does the most unbelievable customer
service training for EVERY employee who joins the organization. We have never

seen one better.

Here’s the core of what they teach their team:

● They learn about their new customer when you sign up and register.
● They find out what you like and don't like (Room temperature, pillows,
floor level, food, booze, etc)
● They make sure it's available for you when you check in.
● They go as far as taking your picture when you come in for the first time.

● Your picture is shared with the entire staff during their morning
meetings so they know who is a guest..
● The staff ALL say hello to you, by name when they pass you.
● They have your favorite food on your room service menu, your favorite
drinks in your mini bar, and they have your TV tuned into your favorite
channels.

You think that's going to keep people coming back?

When this hotel first opened over 50 years ago, it charged about the same as
every other New York City in the area. Today, this hotel charges a minimum of
$750 per room per night.

And you better call well in advance… It is always booked solid.