True story. Hotel/Convention center had a BIG client – BIG event – BIG repeat business. Everybody was always on their toes to please this client and the group attending the event. It meant a lot to them, and to the other businesses in the community who also profited. And in one small moment they lost the client and all future business. How? Over toilet paper.
What happened? Someone came to the front desk of the hotel and said their room was out of toilet paper. To which the desk clerk replied, “I’m sorry. We’re out. The shipment will not get here until Wednesday.” And that moment sealed their fate. Turns out the paper-challenged guest was the decision maker. And in that moment he made a decision – to move his event somewhere else.
I’m sure you could say that mistakes were made on many levels. But the truth remains, that it’s the little things we do that often matter most.
From your profound motivational speaker, dispensing advice, one square at a time.