Yoda and Other Jedi Mind Tricks

Relax your mind. It is time for another adventure of perception vs. reality. Ok, here goes.

I was speaking at a national event in the Northeast a few weeks ago and planned to leave later that day to fly home. I had a suitcase and briefcase with me, so I really wanted to keep them in my room until I was done with the speech since the ballroom was in the hotel. My speech was from 11:30 am to 12:30 pm. So, I called the front desk the night before and asked them if I could get a little later checkout. I requested 1 pm. They told me the best they could do was 12:30 pm. This didn’t help me because my speech didn’t end until that time.

The reason for the 30-minute problem, you ask? Oh, they told me I was booked as part of a big group and, since we had a discounted group rate, there was nothing they could do. Wow, now that is genius. I did not mention that I was about to speak to 150 people OR that the topic was on my book about the importance of everyone in an organization playing a role in sales. I stood in disbelief, thinking of the great material they were giving me for my speech that day and how this hotel missed a super opportunity to make a customer happy.

Do you think the 30 extra minutes checkout time would have hurt the hotel? Of course NOT! Do you think that it might have been smarter if the person at the front desk had realized the GROUP rate = lots of people who might be hearing this story. My point is simple: In that person’s mind he was following the “rules,” but look what was accomplished. NOTHING, except bad PR.

Ryan T. Sauers is president of Sauers Consulting Strategies. The firm consults with the front end of privately held printing and related organizations across North America. The areas of focus are: sales growth, brand positioning, organizational strategy, and integrated marketing (with an emphasis on social media). Sauers speaks at many national events and writes feature articles in global publications. He is an adjunct university professor teaching leadership and entrepreneurship. Sauers is also the author of the best-selling book "Everyone is in Sales" and the newest book "Would You Buy from You?" Please visit: SauersConsulting.com.
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