I like to think that I walk around the hotel with my eyes open every day, thinking about and looking at what our customers see and experience, whilst trying to evaluate how we can commercially evolve our business to do more; More, both financially and more, to engage our changing customer's expectations.
I always try to break down great customer experiences or smart ideas at other businesses, to consider if and how we could do that, or apply the principle laterally to our business.
I visited my local quality Chinese takeaway last night, possibly the most expensive takeaway within a fair radius, but good food, so worth it.
What followed was an uncomfortable exchange; because I just don't buy it.
Running a business that deals in a volume of cash every day as I do, I would say "give me debit cards every time." The real cost of dealing with cash; cashing up each shift, time spent banking, security firm cash collections and the genuine risk of theft, far out way what are the relatively small charges for the secure and audit tight payment process of accepting debit card payments. So I don't get the logic and I don't appreciate passing this cost of doing business on to the customer.
I will take your pay hike, but I won't take such attempts to be clever with a stealth charge that far out ways the genuine cost.
So, this morning I arrive early for my train to London at an unmanned station that serves some very smart conurbations in the Poole area. With 10 minutes to spare before my train, I nip into the very smart gastro pub that sits proudly in the station car park, not 20 meters from the platform. My plan, to get a takeaway coffee for the journey, knowing that all I will get on the train is sachet coffee.
I enter the pub and “result!" There before me, stands a magnificent 2 stage espresso machine and smiling bar staff - I am in luck! "A black Americano to go," is my polite request, which is met with an equally polite but very disappointing "sorry, we don't do takeaway coffee......but we have been thinking about it!" Well, think a bit harder!! This business has a phenomenal new revenue stream staring them right in the face and all they need to do is buy some paper cups and if they really want to make some money, invest in a sign.
So, whilst I know that neither of these examples apply to The Highcliff literally, there are some good lessons to be learnt about disengaging otherwise loyal customers and not missing the obvious opportunity under your nose.
It is easy to criticise other peoples businesses. The important thing is to learn from such experiences and ensure that you are not in denial about similar instances in your own business.
I always try to break down great customer experiences or smart ideas at other businesses, to consider if and how we could do that, or apply the principle laterally to our business.
I visited my local quality Chinese takeaway last night, possibly the most expensive takeaway within a fair radius, but good food, so worth it.
What followed was an uncomfortable exchange; because I just don't buy it.
Running a business that deals in a volume of cash every day as I do, I would say "give me debit cards every time." The real cost of dealing with cash; cashing up each shift, time spent banking, security firm cash collections and the genuine risk of theft, far out way what are the relatively small charges for the secure and audit tight payment process of accepting debit card payments. So I don't get the logic and I don't appreciate passing this cost of doing business on to the customer.
I will take your pay hike, but I won't take such attempts to be clever with a stealth charge that far out ways the genuine cost.
So, this morning I arrive early for my train to London at an unmanned station that serves some very smart conurbations in the Poole area. With 10 minutes to spare before my train, I nip into the very smart gastro pub that sits proudly in the station car park, not 20 meters from the platform. My plan, to get a takeaway coffee for the journey, knowing that all I will get on the train is sachet coffee.
I enter the pub and “result!" There before me, stands a magnificent 2 stage espresso machine and smiling bar staff - I am in luck! "A black Americano to go," is my polite request, which is met with an equally polite but very disappointing "sorry, we don't do takeaway coffee......but we have been thinking about it!" Well, think a bit harder!! This business has a phenomenal new revenue stream staring them right in the face and all they need to do is buy some paper cups and if they really want to make some money, invest in a sign.
So, whilst I know that neither of these examples apply to The Highcliff literally, there are some good lessons to be learnt about disengaging otherwise loyal customers and not missing the obvious opportunity under your nose.
It is easy to criticise other peoples businesses. The important thing is to learn from such experiences and ensure that you are not in denial about similar instances in your own business.
