As I entered my hotel suite on last week’s business trip to Lincoln, Nebraska, I discovered the nicest note on my pillow. It was a simple message, but one that made the brand experience so positive. And it didn’t cost a ton of money either.
What it did do was send a kind message to welcome me in a very atypical way. It wasn’t a corporate thing; it was a local thing. And it made a huge difference in stay, right from the start. Here’s what it said on a printed, laminated sheet:
To Our Guests
In ancient times there was a prayer for “The stranger within our gates.”
Because this hotel is a human institution to serve people, and not solely a money-making organization, we hope that God will grant you peace and rest while you are under our roof.
May this suite and hotel be your “second” home. May those you love be near you in thoughts and dreams. Even though we may not get to know you, we hope that you will be comfortable and happy as if you were in your own house.
May the business that brought you our way prosper. May every call you make and every message you receive add to your joy. When you leave, may your journey be safe.
We are all travellers. From “birth till death” we travel between the eternities. May these days be pleasant for you, profitable for society, helpful for those you meet, and a joy to those who know and love you best.
Yes, it’s a bit sappy if you’re cynical, and spiritual if you’re an agnostic. But it’s so nice! That experience was only the beginning. A warm happy hour with free drinks followed, then a lovely dinner in their restaurant with clients, topped off by a full buffet breakfast (hot food made to order) the next morning with the chef standing around greeting guests.
No, this wasn’t the Ritz. It was an Embassy Suites and they knew what they were doing.
Way to go Embassy Suites, Lincoln. By the way, room 807 is missing its laminated welcome message. Sorry. 
Tags: brand_experience, business_travel, customer_service, Elaine_Fogel, Embassy_Suites, hotels
Elaine,
Wonderful story. Great example of how customer service with a story as the vehicle can make customers feel special. Those customers are more likely to become loyal to the brand and, like you, share their experience with others. Isn’t that what marketing is supposed to do?
I agree that it’s a nice message. I wonder if 1) certain groups would find it insensitive and 2) if we should really care.
It’s obviously meant to bring comfort. That 2% of the people can find something to be offended about shouldn’t be every companies – and every individual’s – concern.
What a great story and a GREAT way to make your ‘customer’ feel comfortable. It’s too bad that we have to worry about all those negative forces out there that try to tear down messages that don’t totally fit their expectations. I hope more businesses take this approach to make their experience more customer centric!
Elaine,
Thanks for sharing this uplifting experience with us. It’s disheartening to hear of all the bad customer service out there, and when a shining example presents itself of the very opposite, we ought to hold it up for the whole world to see. Great stuff!
i could do without the religious reference, but the idea of having that message in the rooms was based on good intentions and that sets the stage well.
Just returned from a long day out of the office. Thanks for the feedback.
B.L. I also balked a bit at the religious reference initially, but you’re right; it was made with good intentions. Plus, this is America, where references to God are very common, even in places where the separation of church and state should dominate.
I’m good at bitching when customer service sucks, but always happy to applaud those who “get it.”
I will also mention that this private enterprise isn’t, in any way, shape, or form, a “state.”
Elaine,
This article had made me a fan of yours and I hope you to accept me for this. This is a perfect example of what a brand all about and how to analyze it. Your welcome message to the guest in the hotel speaks about the promise and delivery of a hotel as product and hence as a brand and answers everything about what, why and how. A brand’s success or growth lies in the value, which get accumulated through overall contribution every element directly or indirectly associated with the company or organization holding the brand.
When a guest arrives in a hotel he/she tries to assimilate the facilities, which he/she experiences on a day-to-day basis with the hospitality that was offered. After the message as a welcome note which reveals the onus of the hotel stuff and the promise and delivery as a brand, the guest establishes an emotion connection during the sojourn and his/her mind carries an element of repeat stay in future. This ensures the growth of the brand and hence making desired profit in future.
We expect this kind of thoughtful article in future from you on a regular basis to make our thoughts tickle and to make ourselves realize our responsibilities to enhance growth in the desired professional space. I am thankful to you.