Motels – a good news story
The motel industry really is one that sells a product and a service (as many other industries are as well). However in this instance service is the key word here.
The product being offered can be considered as the motel room and the entire facility as a whole. The service side of the business being the service provided to the guest. This being the reception greeting upon phone enquiry or check in, the reminder phone call for time of check in, the assistance where required to make the guests stay as trouble free and memorable as it can be, and the “going the extra mile” to have that guest then hopefully refer the business to anyone and everyone they can.
The bottom line being that the guest comes away without a single thing to complain about and as they say in marketing circles “a raving fan”. Yes I know you cannot please everyone, which is true. However these situations are thankfully in the minority and by far the majority of guests can be a motel’s best and most cost effective advertising medium.
What prompted my thoughts on the product and service industry was a recent discussion with a relative of mine, not involved in the motel industry in anyway, who told me of a great stay they had had recently at a motel in regional Queensland. He asked me if I knew the motel and had I stayed there because he could recommend it to anyone in a heartbeat.
Obviously I asked him the question “why, what was so good about it?” He told me that he had travelled a reasonably long distance and was running behind schedule for the day. He had advised the motel owner when he booked the room that he expected to arrive at 4pm on the day. As a result of running late he did not arrive until 7pm. Upon arrival he was greeted with open arms whilst being apologetic about being late. The motelier could see that he was tired and asked if he had eaten, to which he replied, “not for hours”. It was suggested he check into his room, put his luggage inside and have a shower to freshen up. Whilst he was putting his luggage in his room the motelier arrived at the door with a cold beer and a soft drink and asked “you look like you could do with a cold drink”. He graciously accepted the beer.
At this point the motelier said that they were having dinner at 7.30pm in the dining room with some other guests and would he like to join them for a steak, a glass of wine and some conversation. He was a little tired however was grateful for the invitation and accepted.
Whilst freshening up he thought about how friendly and accommodating the motelier was and how at one or two recent accommodation properties he had stayed at he was handed the key and barely a word was spoken by whoever was manning the reception. He looked around the room and thought to himself that the complex was not a new property but was clean and well maintained for a property of its vintage and he was quite happy with it.
That evening he had a great meal over a few glasses of red and enjoyed the night and company immensely. The next morning when he checked out he thanked the motelier for such a great stay and said he would stay here next time he was in town. He was so happy with his stay he did not even check the account when he handed over his credit card. Later that day he checked the account and noticed that he had not been charged for the beer he was offered and the glasses of wine he had during the night. He called the motel to advise them of the error to which the motelier advised “no, no mistake, we just hope you enjoyed your stay with us”. Needless to say he has been telling everyone he knows this story and, as a business owner of any kind, you cannot get any better advertising or publicity than this. It’s always great to hear a story of a satisfied customer such as this!
AccomNews is not affiliated with any government agency, body or political party. We are an independently owned, family-operated magazine.
