Alltop.com

I like that not only are they free, but they keep the coin slots on the machines, as if to say "Most places would charge you for this, but we won't". Clever, and just plain nice.

It's the little things big corporations do that make their customers return and stay happy.

Right on! Wouldn't it of been cool, and interesting, to see what would have happened if the phone companies would of done something similar with pay phones!!

stayed for 21 years! Isn't time you bought your own place? Then again the washer dryer wouldn't be free ;)

It's too bad other businesses cant seem to grasp this simple yet extremely powerful concept.

Not surprising that companies do 'nickel and dime' customers though. There are 3 ways to grow a company: (a) get more customers, (b) sell more stuff to each customer, (c) raise the prices of the stuff you are selling. Leaders and marketing departments struggle with #a which is really the foundation to any true growth, but the hardest one to crack. As a result, they tend to turn to #b and #c particularly if the existing customer base is captive to some degree.

Such 'unbundling' (charging for washers/dryers, charging for snacks on airlines) is simply a subtle way of raising prices. The question is whether they lose more customers who are put off psychologically by the apparent pettiness of it or because it jars with their expectations and hence their overall satisfaction. If so, then the company has made a huge miscalculation.

As noted above, getting new customers is the hard bit. That means avoiding losing existing customers should be pretty paramount. Every decision around #b and #c should be made in the context of 'to what degree will we put existing customers at risk if we do this?' Unfortunately, most companies are not forward thinking enough to make that calculation. Instead, they take their existing customers for granted, and misguidedly think/hope they can have their cake (current customers) and eat it too (get away with extracting more).

To get out of this way of thinking, I counsel businesses to think, when doing strategy, there is only one way to grow a business...#a - get more customers. #B (sell more stuff) is really just setting up a new business line to which you have to 'get more customers' (hopefully having the leg up with the access to your existing customer base to introduce to). #C (raise prices) is really just setting up a new business for a higher tranche of value. In short, #b and #c are just versions of 'get more customers for new business lines.'

Let me ask you all something....would the Grand Hyatt be offering Free Coin Laundry service if they were not charging a lot for their rooms on a daily basis?

For example let's say you stayed at the EconoLodge and paid $59.99 + Taxes. If the EconoLodge was similar in service, cleanliness, and they did have coin op laundry but charged say $1.00 wash and $1.00 dry...what would be your opinion?

I'm just asking. Why? Because I think the Grand Hyatt can afford to have free coin op laundry...But is it really? Don't they include the cost of this into their daily rack rate? The EconoLodge (or any other brand not in the same market as Grand Hyatt) is providing coin op laundry but they also don't include the costs in their rack rate.

Its the little things that make people happy. Some hotels I've stayed charge you even for the extra towel even if you ask only one extra mine you I am paying top dollar for this hotel. I will never return there. There are some hotels giving free WIFI. You not want to use the internet for the wholeday on your vacation but its nice to know that you can keep in touch with family or even show some of your holiday snapshots while on holiday.

Customer Service Ideas

This is where Kate and I are staying on our honeymoon in September. Can't wait!