Comments on: You touch it, you bought it! http://yastrow.com/2008/you-touch-it-you-bought-it.html Author, Speaker, Consultant: Ideas on Creating Profitable Customer Relationships Thu, 20 Nov 2008 11:22:17 +0000 http://wordpress.org/?v=2.6.2 By: Steve Yastrow http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-403 Steve Yastrow Wed, 30 Jul 2008 13:42:39 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-403 Actually, when Adam Aron became SVP of Marketing for Hyatt (circa 1989) his goal was to transition over to regular hangers because he felt (as I do) that the tiny hangers show that you don't trust your customers. So, my guess is that very few get ripped off, because they are unusable due to their non-standard size. The real questions is whether they would be stolen if they were a standard size. My hunch is that some would be, but not enough to offset the benefit of getting rid of this "We don't trust you" message. Actually, when Adam Aron became SVP of Marketing for Hyatt (circa 1989) his goal was to transition over to regular hangers because he felt (as I do) that the tiny hangers show that you don’t trust your customers. So, my guess is that very few get ripped off, because they are unusable due to their non-standard size. The real questions is whether they would be stolen if they were a standard size. My hunch is that some would be, but not enough to offset the benefit of getting rid of this “We don’t trust you” message.

]]> By: Brian http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-402 Brian Wed, 30 Jul 2008 12:26:36 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-402 Riddle me this, batman.. you've been in the hotel business.. how many hangers are really taken from rooms? Is it that significant? Riddle me this, batman.. you’ve been in the hotel business.. how many hangers are really taken from rooms? Is it that significant?

]]> By: Judith Ellis http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-401 Judith Ellis Wed, 30 Jul 2008 00:22:15 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-401 So true, Steve. An experience like that usually colors so much more. This is perhaps the greater lesson. Also, after such an experience what will we tell our friends? So true, Steve. An experience like that usually colors so much more. This is perhaps the greater lesson. Also, after such an experience what will we tell our friends?

]]> By: richard http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-400 richard Tue, 29 Jul 2008 13:06:25 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-400 Steve I guess you just broke the Cardinal Sin of Vegas. Remember what Happens in Vegas stays in Vegas. We should be so enamored with the glitz and glitter that the reality of having to deal with the other guests in the hotel shouldn't leave an impression on us. Certainly the Security Guard should smile but imagine if they let everyone on your floor. Steve

I guess you just broke the Cardinal Sin of Vegas. Remember what Happens in Vegas stays in Vegas. We should be so enamored with the glitz and glitter that the reality of having to deal with the other guests in the hotel shouldn’t leave an impression on us. Certainly the Security Guard should smile but imagine if they let everyone on your floor.

]]> By: Steve Yastrow http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-399 Steve Yastrow Mon, 28 Jul 2008 16:27:31 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-399 Judith's question, "how was your stay otherwise" is key. After these little glitches, I was on alert for every little bit of brand dissonance. The bagel I bought with the rock-hard frozen butter pat, the security guard checking my room key in the elevator lobby with no smile ... maybe these things would have gone unnoticed, but the experiences described in the post made me notice everything. Hey, that's just how customers work ... Judith’s question, “how was your stay otherwise” is key. After these little glitches, I was on alert for every little bit of brand dissonance. The bagel I bought with the rock-hard frozen butter pat, the security guard checking my room key in the elevator lobby with no smile … maybe these things would have gone unnoticed, but the experiences described in the post made me notice everything. Hey, that’s just how customers work …

]]> By: Judith Ellis http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-398 Judith Ellis Sat, 26 Jul 2008 02:06:15 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-398 Hi Steve - Now, this story is really too much! How insulting! You would imagine that if you're able to stay at such a hotel beverages, even alcholic ones, are really no big deal. But not being able to even handle a bottle is ridiculous. This would have probably warranted a brief not from me or at least a few words to the manager. But how was your stay otherwise? Hi Steve - Now, this story is really too much! How insulting! You would imagine that if you’re able to stay at such a hotel beverages, even alcholic ones, are really no big deal. But not being able to even handle a bottle is ridiculous. This would have probably warranted a brief not from me or at least a few words to the manager. But how was your stay otherwise?

]]> By: Steve Yastrow http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-393 Steve Yastrow Tue, 22 Jul 2008 17:14:29 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-393 Sara - I didn't notice the hair dryer, since male-pattern baldness has precluded the need for me to use one for many years. Sara - I didn’t notice the hair dryer, since male-pattern baldness has precluded the need for me to use one for many years.

]]> By: Sara Silver http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-392 Sara Silver Tue, 22 Jul 2008 16:58:34 +0000 http://yastrow.com/2008/you-touch-it-you-bought-it.html#comment-392 Hey Steve- us girls notice the 1200 watt hairdyers that are bolted to the wall. No one would even dream of stealing a hairdryer like that! Sara Hey Steve- us girls notice the 1200 watt hairdyers that are bolted to the wall. No one would even dream of stealing a hairdryer like that!

Sara

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