The Towel & The Soap A Customer Service Fable
I don't envy the hotel business (the kingdom in today's fable). After 7 years of plenty the hotel business has experienced 7 lean years. They've survived by CUTTING and TRIMMING.
The problem with the sythe is it isn't a very precise instrument. You can't cut your way into our hearts. Winning customer loyalty in a time when anyone with a spare room is in the hotel business thanks to AirBnB means paying attention to the tiniest details that say LOVE and CARE.
Courtyard by Marriott, a great hotel overall, missed on two tiny but important things. Now the question is will they listen and change. Will you?