From my good friend and colleague Michele Miller about her stay at the Delta Winnepeg:
I've spent more time on the road than off lately, and have gotten to the point of saying things like, "Well, if it's Tuesday, it must be Philadelphia." Seems to be the only way I can keep track of my current location, short of purchasing a GPS navigation device.
Last week it was Winnipeg, including great meetings with a client and hundreds of kilometers put on the rental car driving between their chain of stores across southern Manitoba. The funny thing is, I would arrive back at the Delta Hotel in the early evening, exhausted but actually looking forward to walking into my hotel room.
When I arrived in Winnipeg, instead of checking me into a regular room and making me pay for all of the "extras" (such as high-speed internet), they asked a simple question: Would you like to upgrade to our Signature Club room for $25 more? After they explained what it included, how could I say no?
Beautiful furnishings and lighting
A spacious L-shaped desk setup with free high-speed internet
Snacks and Coffee
A large bathroom with slab granite countertop, plush linens, and (get this)... a heated tile floor! (So nice on the tootsies first thing in the morning)
Free full breakfast... on the same floor as the room. Evening cocktails as well.
My favorite thing was coming in at night to find a nightlight turned on, the bedding turned down, and the radio softly playing classical music. Chocolates on the pillow? Sure... but here's the bonus:
A small card placed underneath the chocolates, giving the visitor a weather forecast for the following day. Now, who doesn't want to know what the weather is going to be like, especially business people from out of town?
Here's a card from another evening - another forecast, with another nice message:
There I was on a business trip, but still felt that I was being pampered a bit... just what I needed after long hours on the road. Simple, transparent marketing... Delta Winnipeg has it down, just as Wyndham Hotels has done with their "Women on Their Way" program.
Your business may not be the size of these hotel chains, but what little things can you do to surprise your customers? What creative idea can you come up with to rival Delta's simple weather forecast notecard?