Wednesday, November 15, 2006

Windmill Inns & Suites. When one of our staff members treats you the way you like to be treated, Please let him/her know.

Last weeks 3 Minute Referral Tip listed 10 referable behaviors.

Number 9 was "Give people permission to share how they feel about your service. Be hungry for feedback."

Many of you may have heard me say "When The Student is Ready A Teacher Will Appear"
Everything you do and every where you go there is a opportunity to learn, if you are ready.

Last week I stayed at Windmill Inns & Suites in Surprise Arizona. Since my plane was delayed I called the hotel and asked them what time I could check in until. The Front desk said "After 9pm you have to ring the bell at the front door because is would be locked". She then asked me what time I would be arriving. I explained to her that my flight was delayed and that I was scheduled to land at 10pm. She said "Great, just give us a call when you land", I thought that was strange since I was not using their airport shuttle.

After picking up the rent-a-car I called Deb at the hotel to inform her of my landing. She said "Great, Ill see you soon"

When I arrived at Windmill Inns & Suites the door was not locked and Deb was behind the desk. "Hello Mr. Stanton or would you prefer Jeff?" The whole thing caught me by surprise.

Deb Asked me if I wanted some homemade cookies while she checked me in. Never had a front desk ask me that before....

Then she handed me a stack of these:

Photobucket - Video and Image Hosting

Deb informed me that no employee at the hotel excepted tips, and if a staff members treats you the way you like to be treated please fill this out and either had it to them or bring it to the front desk.

Wow that was different.

A bell cap put my luggage on the cart and followed me to my room. I was going to be there for a week so I had 2 large bags, my carry on and laptop case. He placed my luggage on the stand and hung my garment bag in the closet. I went to tip him but he stopped me.

His exact words were "Sir, we do not except tips, I'm just doing my job." I insisted and he declined again. " If I treated you the way you like to be treated. Please fill out the card and drop it off at the front desk."

Wow Again.

I asked him what was the deal with the cards, what do the employees get if they get them. He very politely declined to answer.

On the desk next to the hotel directory there was different stack of card it said "If there is anything we can improve on, Please let us know."
I have always seen the guest comment / survey cards but never one like this.

Wow Again.

The next morning I went to the front desk and asked "What's deal with the cards, what do the employees get if they get them filled out?" The person at the front desk very politely declined to answer. I asked to speak to the manager, still trying to find out about the cards. I was told the manager was at lunch but she would call him on his cell phone.

Wow Again.

The manager said he would be back in 1 hr and explain the concept to me then. 45 minutes later the manager called my room and asked me to meet him on the patio by the pool.

I sat down with the manager and he explained that it was normally against company policy to disclose the benefit to the staff for getting the "Praise Coupons" but he would make an exception. Each month there is an employee drawing for a prize, last month it was a 52 inch plasma TV, this month it is a weekend getaway to California. The more "Praise Coupons" the more chances of winning. Wow what a great idea. He continued in saying that if the employees were to except tips the hotel would have no way of knowing if "I was treated the way I like to be treated" he then asked me "as an staff member which would you rather receive a $2 tip for carrying a bag or a chance to win a trip to California?" California trip of course.

But what about the "If there is anything we can improve on, Please let us know" card?" I asked. He explained that at checkout each guest is asked to fill out.

"Yeah but how many do?" I asked. The manage said that close to 80% of guests fill out the card. They are encouraged to actually write down things that the hotel can improve on. The front desk explains to the guests that the hotel understands that everything can be improved on and would appreciate it if the guest could just write down even the smallest of things that need improvement.

Wow Again.

I went back to my room and started writing this.

Upon check out Monday it happened exactly as the manager said. The person at the front desk asked me to fill out the "If there is anything we can improve on" card, and I did.

This was a perfect example of "Give people permission to share how they feel about your service. Be hungry for feedback"

When I got to my office there was a overnight UPS on my desk. It was a letter from the Manager thanking me for staying there. Also in the letter he addressed the item I said they could improve on, and asked me to please visit the hotel again to see that the improvements were made. Along with a free night stay coupon.

Wow Again

Give people permission to share how they feel about your service. Be hungry for feedback.

Was Windmill Inns & Suites in Surprise Arizona the nicest hotel that have ever stayed at?
Was Windmill Inns & Suites the best value?
Did Windmill Inns & Suites treat me well?
Would I stay at Windmill Inns & Suites again?
With Out A Doubt!
Would I refer you to Windmill Inns & Suites if you were staying in the Phoenix Arizona area?

Here is my referral:
(Referral: Sending someone you care about to someone you trust)
Windmill Inns & Suites
12545 W Bell Rd
Surprise, AZ 85374
(623) 583-0133

Please let them know I referred you to them.

How many more referrals would you recieve if you treated your clients the way Windmill Inns & Suites treated me?
Think about it, I just referred them the 2500 people that read each week.
I hope you learned as much as I did from Windmill Inns & Suites


Thanks for spending 3 minutes with me.....
the best is yet to be!

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