Employees are a major brand touch point. They can make or break your brand. Here is one recent example of how your front line employees from the cleaning crew to chefs and managers can affect your brand.
A group of my girlfriends recently headed to Vegas to celebrate a milestone birthday and just have a fun filled weekend. Our experience at the Wynn certainly put a damper on the trip. I think my father-in-law and my friend Sara said it best when they said “That is the trip from hell.”
It is important to note we did stay in the Wynn’s regular guest rooms not the Tower rooms, which are rated 5 star. Nonetheless, you still expect good service and a good experience for such a prestigious brand.
Here is an overview of our experience.
1. Check in/Baggage: When the four of us walked up to check in we told the associate our luggage did not arrive with us, and that the airport would be dropping off the baggage later that night. The associate said he just needed the IDs and credit cards for the two women whose names were on the room (he did not request the other two guests provide their names). We gave him the information and he said to just call the bell hop when we get to our rooms. We then left the desk, went to our rooms, and called the bell hop.
When the luggage arrived that night, at approximately 3 a.m., we were alerted by the front desk. The employee we spoke with proceeded to get into an argument with me saying two girls were not checked into the hotel and the Wynn should have just sent back their luggage to the airport. I told her this is not our fault. When we checked in at the front desk upon arrival the desk associate said he only needed two of our IDs (even though all four of us went to check in). She was very rude and it was unacceptable for your associate to be arguing with me at 3:30 a.m. when it was not our fault two of the girls were not checked into the hotel. The bell hop did end up delivering all four bags to the rooms.
2. Room door: When we arrived, the main door to one of the room wouldn’t open. We finally got it open (by going through the other room and opening it from inside the joining rooms) and called the front desk to fix the issue. Since the door wasn’t closing we had to wait for maintenance to come before we could eat dinner, and after a long trip to Las Vegas from the East Coast, we were tired and hungry. The maintenance man couldn’t fix the door, but at least he was able to get it closed. We had to have someone else come in the morning and he was able to fix it.
3. Bed sheets: After arriving late and being exhausted, we found a stain on one of the sheets. We were too tired to call the front desk and wait for someone to come up and change the sheets, so we just put a towel over it and slept on it until we could address the issue the next morning.
4. Food: The first night at the hotel we ate at ZooZaCrackers. Shortly after eating, many of us felt sick. We came to the conclusion that we were just really tried and worn out from traveling. However, a few days later, we ate at Terrace Point Café, and again two of us became really sick. I actually had to use the bathroom twice while eating dinner. It must have been something in the food.
Also, the service at Terrace Point Café was terrible. A couple that sat down after the four of us actually got served, ate and left before we even received our meal. Then we wanted to split the bills between 4 of us, but the waiter said he couldn’t do that. Instead he needed us to tell him what each of us owed and he would just run the total per person, but couldn’t itemize the bill (the manager had to do that and he said it would take even longer). We proceed to total each of our meals/drinks.
5. Pool: A few of the women were really looking forward to using the pool. However, the outdoor pool was closed due to remodeling and we would have to pay $25/person to use the indoor pool. Since the outdoor pool was closed, guests should have been able to use the indoor pool for free.
6. Sleeping disruptions: The last night we were there, we were rudely awoken by the women next door being really loud at 7:30 a.m. It was as if they were in our room. I called the front desk and complained. They said they would send up security.
Rather than security going next door, he came banging on our door. I answered and he asked if we called for a wake up call. I said no, we called because the girls next door were being way too loud. So not only were we woken up once, but twice.
We did tell the manager about a few of these issues – check in, baggage and sheets – and the hotel left a note and a bowl of fruit in the room while we were out one afternoon. While this seems like a nice gesture, some of the fruit was bruised and it would have honestly left a better impression if nothing was done at all.
In an effort to stand up for our rights as consumers, I have sent a letter to the Wynn and also alerted Travelocity (we booked the trip through Travelocity) about our experience. We have requested the rooms be re-funded in full because I know I will not be returning to the Wynn. I have received automatic emails from the Wynn and Travelocity that they received our complaint and am waiting a response. I’ll post the responses on my blog once I hear back from both organizations.
Barack Obama says that “only government” can shake the country out of the recession. Ronald Reagan said that the government does not solve problems, it subsidizes them.
Al Gore said that we can’t wait for someone else to solve the global climate crisis. We need to act and we need to act now. Rush Limbaugh says that despite the hysterics of a few pseudo-scientists, there is no reason to believe in global warming.
Thomas Jefferson said that if Americans ever allow banks to control the issue of their currency, first by inflation and then by deflation, the banks will deprive the people of all property until their children will wake up homeless. Dan Quayle said that bank failures are caused by depositors who don’t deposit enough money to cover losses due to mismanagement.
When the day is long and the night, the night is yours alone,
when you’re sure you’ve had enough of this life, well hang on.
Don’t let yourself go, everybody cries and everybody hurts sometimes.
Thomas Jefferson also said “never put off till tomorrow what you can do today.” Ben Franklin (among others) said that “haste makes waste.”
William Penn said that people who do good for good’s sake seek neither paradise nor reward, but are sure of both in the end. Clare Boothe Luce said that no good deed goes unpunished.
George Bernard Shaw said that there is only one religion, though there are a hundred versions of it. Mahatma Ghandi said that God has no religion.
Sometimes everything is wrong. Now it’s time to sing along.
When your day is night alone, (hold on, hold on)
if you feel like letting go, (hold on)
when you think you’ve had too much of this life, well hang on.
Robert Frost said that good fences make good neighbours. Winnie the Pooh said (to his best friend Christopher Robin): If ever there is tomorrow when we’re not together.. there is something you must always remember. you are braver than you believe, stronger than you seem, and smarter than you think. but the most important thing is, even if we’re apart.. i’ll always be with you.”
Everybody hurts. Take comfort in your friends.
Everybody hurts. Don’t throw your hand. Oh, no. Don’t throw your hand.
If you feel like you’re alone, no, no, no, you are not alone.
Maybe we can all just agree to disagree. I think someone once said that the salvation of mankind lies only in making everything the concern of all.
A-Rod got caught with his hand in the cookie jar. Or as Bob Costas points out, someone ratted him out.
Last month, almost to the day, I wrote this in my blog post:
I am going out on a limb and making a prediction: Retail sales in January 2009 will be up. Despite all the incredibly harsh weather and the absolute uncertainty. Despite the transition at the White House. Despite the inability of so many Americans to land a job or secure health insurance or refinance their mortgage loans. Things are going to get better… starting this month.
Bloggers Gush About Cleaning Products
Household cleaning products don’t seem to be the kinds of things
that would get the blogging community all excited, especially
during the holidays, right?
But if bloggers happen to be stay-at-home moms who spend a good
part of the day cleaning up after their toddlers, or bloggers who
care about environmentally friendly products, offering a product
sample to them can bring hundreds more moms to your website.
That’s what happened just before the Christmas holidays when
Sweeney public relations launched a publicity campaign for Weiman
Products, a cleaning products manufacturer.
Publicity Hound Jennifer Manocchio, a Sweeney VP, said the
campaign invited bloggers to review products that help keep the
home clean. Sweeney offered each participating blogger
samples of products such as stainless steel wipes that can be
used to make kitchen faucets shiny, and Weiman E-tronic Wipes
that can be used to remove fingerprints from computer screens.
The campaign resulted in a whopping 44 positive reviews from
bloggers, like this one from the My Trendy Tykes blog:
“Weiman Stainless Steel Wipes shine, polish and protect all
stainless steel surfaces. They leave NO streaks, and the strong
odor?? Well, it’s not there. It’s actually a pleasant smell for
my nose. Oh, and get this…It actually repels fingerprints,
water marks and dirt. Now that’s what I’m talking about!”
Blogger Rockin’ Mama gushed about how the floor polish made her
laminate floors super-shiny. And at the Chocolate Fingerprints
blog, Andrea McMann said she could tell the e-tronic wipes are “a
high-quality product” and my screens still aren’t dusty or
The campaign also resulted in 172 clips, 196 direct links to the
Weiman website, and 772 website visitors who stayed an average of
two minutes and five seconds.
Reprinted from “The Publicity Hound’s Tips of the Week,” an ezine
featuring tips, tricks and tools for generating free publicity.
Subscribe at http://www.publicityhound.com/ and receive by email
the handy cheat sheet “89 Reasons to Send a News Release.”
If you are as perplexed as I am, read on. I thought product development was all about solving consumers’ problems. Not giving consumers a solution to a problem that never existed.
Yesterday, Clorox announced it launched a new line of cleaning wipes in eight designs –Clorox Disinfecting Wipes new Décor canisters. My response…. big freaking deal. I was never worried about placing my cleaning products in the cabinet, and honestly I don’t want to keep cleaning wipes out on the counter in the kitchen, bathroom or even the laundry room. In fact, I have a hard time keeping clutter off the counters.
Unless Clorox knows something I don’t, I’m not really sure why they decided to launch wipes in decorative packaging. Especially in light of the economy and the fact people are looking for more value in products now than in the past 20 years. According to the news release, the suggested retail price is $5.99; however, I couldn’t find how many wipes are in each canister. Currently, Clorox sells 75 wipes per canister for $5.99 with their traditional wipes line.
Perhaps there is a market for moms that pack wipes in their purses or diaper bags or send kids to school with wipes for their lockers; however, Clorox’s marketing focus is using the products in the home. The company even hired Kelly Edwards – from HGTV’s Design on a Dime – to promote the new product line.
Also, as part of the product launch, Clorox is hosting a “Redesign Clean” contest “where design enthusiasts can try their hand at inspiring a future round of canister designs.” The prize: “Grand prize for the winning design includes: a trip to New York, an opportunity to shadow Macy’s creative team, and a $1,000 shopping spree at Macy’s. The winning design may also inspire future canister designs. Two runners-up will receive a HP TouchSmart computer.”
Macy’s? Computers? How does this tie into home design or cleaning? Why not have Kelly Edwards redesign a room in the winner’s home?
Clorox is certainly a great brand – I have their wipes under my counter – and they have already made a very big impact in the green cleaning category in less than a year. But decorative cleaning canisters… I expect more from the Clorox brand.
I just received my afternoon update from Crain’s Cleveland Business and see that:
Reading my February Glamour, I learned about a great beauty product… Neutrogena Sugar Scrub Body Exfoliator. I made a mental note to get it the next time I was out.
This weekend I found the product at Target in the beauty section. While deciding if the $9 investment was worth it, a woman came up and started looking at the same product. She told me the sugar scrubs (although she hasn’t tried the Neutrogena brand) were amazing and that she hasn’t had to use a moisturize all winter long because the scrub did an excellent job of exfoliating her skin. She even rolled up her sleeve to show me!
Since purchasing the product, I have used it a couple of times and both Glamour and my Target friend were right! It is an amazing product. It is gentle enough that it doesn’t make your skin red like loufas (which I rarely use because they are very uncomfortable) and I haven’t had to use a moisturizer either.
According to the directions it is gentle enough to use daily. The directions do mention that it can make your shower slick. I have found my shower develops a film on the floor; however, not enough to worry about slipping.
The only downfall of the Neutrogena Sugar Scrub is the citrus scent could be a little stronger. It certainly isn’t enough to wake me up in the morning.
All in all, I would recommend every women try the sugar scrub. According to Glamour, it is much cheaper than a sapphire body treatment valued at $3,000, but delivers similar results!