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 the president of Sauers Consulting Strategies. The firm consults with the front end of printing and related organizations across the U.S. Key focus areas include: sales growth, brand positioning, organizational communications, organizational strategy, and integrated marketing. Sauers is a national speaker and writes feature articles in global publications. He is also an adjunct university professor teaching leadership, communication and entrepreneurship to business leaders. Sauers has been recognized as a thought leader in human behavior. He is a Certified Myers Briggs and DiSC Practitioner, as well as a Certified Marketing Executive. He is working on his Doctoral degree in Organizational Leadership and will achieve certification in Emotional Intelligence later this year. Sauers is author of the best-selling books: "Everyone is in Sales" and "Would You Buy from You?," and the host of Marketing Matters, a weekly radio show discussing relevant topics as they relate to marketing and communications. Visit: ryansauers.com