I just checked into a beautiful, spacious suite at The Venetian hotel in Las Vegas. This room is four times the size of any hotel room I would choose for myself; thank you to the folks at Subway, for whom I’m speaking tomorrow, for the nice room.
Before sending me up to my luxurious suite, the very nice front desk clerk, Anna, warned me about the mini-bar refrigerator. “It’s touch-sensitive,” cautioned Anna, “So if you open it and pick anything up to look at it, you’ll be charged for it.”
What if I want to read the label on the Pellegrino to see how many calories are in it? Or closely study the logo on a can of Budweiser?
I arrived in the suite, and got lost for a few minutes finding my way around, marveling at all of the amenities I would not have time to enjoy during my short stay. Remembering Anna’s admonition, I located the refrigerator and looked at the outer door. (No way was I going to open it and risk maxing out my credit card) A sign on the door said that “For Your Convenience” you will be automatically charged if you grab anything.
Wow. The Venetian is offering me all of this comfort in my suite, but I was feeling like I better be careful or they might reach in my wallet while I’m not looking. What else shouldn’t I touch? What other secret charges are lurking in wait for me?
Suddenly, I thought of the hangers in the closet. I went to look. Sure enough, they were the kind that have the extra-small loops, to go over the extra-thin rod, so you won’t steal them. Nobody has closet rods in their homes that can fit these types of hangers. Like a Motel 6, The Venetian wants to make sure I won’t walk off with their clothes hangers.
So, after initially feeling pampered by The Venetian, I now see that they look at our relationship as if I were an adversary. This is where Brand Harmony meets We relationships … a few small dissonant cues reveal that we are not We.