By Daniel Zanetti
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Additional resources for Amaze Your Customers!: Creative Tips on Winning & Keeping Your Customers
Instead of a horseshoe-shaped arrangement of tables for 12 people, there is a block of tables for 16. And then there’s the problem with the overhead projector. As I never use one for any of my seminars, my assistant always informs the hotel in writing that ‘no overhead projector will be required’. But believe it or not, 60 per cent of the time there will be an overhead projector in the room, and I’m sure of my figures because I have to complain about it so often. 38 Amaze your customers! The person responsible will not be on duty until 8 o’clock the next morning, which means that I, the customer, have to roll up my sleeves and get cracking.
The receptionist 36 Amaze your customers! does it for them. A far more pleasant way to start your stay in a hotel. Instead of the usual Bible, a hotel in Zurich places a book with the intriguing title, Are You Good in Bed? in its rooms. It is so popular that guests often ask to buy copies! A hotel in England had an idea to make dogs feel welcome. On arrival, your four-footed companion receives a gift package including a squeaky toy and dog biscuits. The hotel also has a dog bowl with your dog’s name on it, a woven dog basket with a pocket for bones and a metal nameplate with the logo of the hotel.
Make yourself at home, I think as I fall asleep. What is wrong with the tourist trade? Has no one ever thought of seeing things from the point of view of the customer and trying to inject a little customer-orientation into the proceedings? Innovation sounds good as long as you’re not expected to practise it. Amazingly good! ’ Guests can choose a fish at the reception desk and have it placed in their room in an aquarium. The ‘March of the Ducks’ has become the hallmark of a hotel in Orlando, Florida.