Little Things That Wow

Our annual marketing meeting took place this last week. It’s been a meeting that has taken places in some interesting locations – Philadelphia…Voorhees, NJ…Tunica, MS. Like I said, “interesting”. Interesting or not, it always gave folks a chance to get away from the business and mix a little fun with the meeting. Imagine everyone’s surprise when we chose to host this year’s meeting at our corporate office!

Our offices are located in a little area just west of downtown St. Louis, a little municipality called Creve Coeur. There is a Drury Inn & Suites located just a short walk from our office, making it the most convenient place to stay. I’m the first to admit that I’m a bit of a hotel snob. That part of my personality didn’t get any better when I worked for Wynn Resorts. In fact, it probably made me hyper-sensitive to the little things that can make or break my stay at any hotel.

I had the pleasure of staying at this Drury on my first night in St. Louis. There was some “confusion” with my corporate housing and although no one was available to fix the issue over the weekend, the smiling face behind the check in counter at the Drury was. Not only did she welcome me to St. Louis and to the hotel, she welcomed my mother…my dog…and my cat, AND she kindly informed me that my company had direct billing and offered to apply the charges to the account. Unnecessary, but the offer made my stumbling into her hotel that much sweeter.

I always remember that simple “yes” that turned a really bad day into a good one. So, I wasn’t surprised when one of the attendees to our marketing meeting mentioned to me that the front desk clerk at that very same hotel remembered a conversation she had over a year ago during her last stay. Little did that front desk clerk know that attendee was a last-minute substitute to a meeting that she wasn’t at all sure about. She made her feel welcome and comfortable.

Employees hold the brand promise in their hands every moment of the day. These too ladies did just that for Drury. I always wonder what employees are doing with our brand promise. What are your employees doing today to keep your promise?

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Little Things That Wow

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