Wednesday, March 01, 2006

This is the kind of stuff that actually makes guests want to come BACK to your hotel

Last year I spent several months researching seven key areas of personal approachability. These categories came from over 300,000 articles, resources, journals, case studies, evaluations, training modules and college course notes from various disciplines; and ultimately led to the creation of The Approachability Indicator™.

Now, the one word which seemed to show up the most in all these resources was availability. But there seemed to be two kinds: personal and physical. And during my extended stint in Columbus last month (thanks a lot, Mother Nature), I encountered my new favorite example of physical availability...

At about 4:30 PM I checked in at the Hyatt Regency Columbus. The front desk attendant printed my key card, inserted it into the envelope and said, "Mr. Ginsberg, I'm Chris. I'm writing my name down on this card, that way if there's anything you need, you can ask for me directly!"

He handed me the key card as I looked back with a huge smile on my face.

"Wait, do you guys always do that? I mean, when someone checks in, are you trained to write your name on the card like that?

"Yes sir. We're feel it's important to introduce and make ourselves available to the guests."

"Really?! That's great! I'm going to use that in my speech on approachability tomorrow!"

"Go right ahead!" Chris said.

"One last question," I asked, "I've stayed at a lot of hotels. Especially Hyatts, who are one of my biggest clients. So, do all Hyatts do this?"

"Not that I know of. It's just something we do here in Columbus to make our guests feel more welcome."

Bravo, Chris. Bravo. 5-Star.

LET ME ASK YA THIS...

How do you make yourself physically available to your guests and customers?

* * * *
Scott Ginsberg
Author/Speaker/That guy with the nametag
www.hellomynameisscott.com