#170 raising the bar

Often the fine hotels model service innovations that set the expectations bar higher for other industries.  From express check-in and check-out, to concierges, to loyalty status and special floors, hotels have been continuously upgrading their service delivery for decades.

Think of all the things that have become standard in hotel rooms beyond the bed -- and televisions and air conditioner (both of which were innovative when they were first introduced).  Now most hotel rooms routinely come with: beds with down comforters and lots of pillows, multi-head showers, wireless Internet, iPod docks, HD, cable and movies-on-demand television; mini-bars, coffee makers and premium coffee in the room; ironing boards and irons; and blow dryers.

In addition, the hotel itself keeps adding services like hot breakfasts -- some even made-to-order, exercise rooms, pools, upscale restaurants, Starbucks, bars, shuttle services, saunas, fresh flowers, and the list goes on.

The latest innovation comes from Westin, in an ingenious partnership with New Balance.  They explicitly recognize that "maintaining a daily exercise routine can often be difficult while traveling.  Strict carry-on requirements make it harder to pack shoes..." so for $5 shoes and clothes in your size will be delivered to your door!  They also provide a pair of new socks that are yours to keep.

What a great idea in spotting a need, finding a partner with a mutual interest in meeting the need, and making it as convenient as possible for the client.

How can you look at your organization with Westin's eyes?  Where do your customers have a need that you can meet -- and how can you do so at little to no cost to either party?  Take a lesson from the fine hotels and try to meet their service level at your place.

-- beth triplett
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