Companies That Get This Right Make Huge Gains In Revenue and Profits

Recently I was teaching at a Sarbanes-Oxley conference in Miami. It was held at the Intercontinental Hotel overlooking the Bay and the Atlantic. The reason I  know this is that the  person at the check in counter asked me if I would be interested a room with a marvelous view  for an additional $15.00. At that point I already had contact with valet parking (which I  normally despise because if you have anything you cannot carry, you will need the assistance of a bellhop which increases the risk of your "stuff" not getting to your room when you need it. However, every person was very friendly, pleasant and was over delivering  on service. After driving in stop and go  traffic on I-95 for a long time these people actually had me smiling. So the $15 upsale was a no brainer and that $15 drops right to the cash profits bottom line.

I could write a book about  the outstanding service level of this hotel and I was there less than 24 hours. I have years of experiences traveling and I have stayed at  some of the highest rated hotels  in the world. Nothing compares to my experience at the Intercontinental Hotel in downtown Miami.

A week later I was in  Columbus Ohio at the  Easton  Mall. I was with a group of 9 - largely family with few stray dogs that usually show up some how at these event. Easton was marvelous with  the lights, sounds and foot traffic you would expect one week before Christmas.

A well - known steak house has a restaurant at Easton and when I discovered that I encouraged the group to agree that would be a great place for dinner. So I walked during the lunch hour and made a dinner reservation for 9. 20 minutes later, my cell phone rang and the person introduced themselves and said they were calling to confirm the reservation. I was surprised by the question and  irritated by the call since I  had just physically left their establishment. 20 minutes after that call I called back and cancelled the reservation. Cost to them - about $700.00 in revenue.

Waiting for a flight at the Columbus Ohio airport the next day, we stopped at the Max and Erma's restaurant at the airport, Our waitperson Caycene was unbelievable. She was very pleasant, efficient and made that dining experience very enjoyable. I usually encounter courteous people at best at an eating establishment located in an airport. Caycene exceeded all my service level expectations and you can be sure I will insist on one of her tables  the  next time I am passing through that airport. 

The name of this blog is Build  Cash Profits. There is  no better way to build cash profits than to provide outstanding service.

All the best,

Steve Pohlit, President

Exec Net Consulting

www.ExecNetConsulting.com

www.BuildCashProfits.com

www.TruckingCompanyConsultant.com