I’m always on the lookout for examples of businesses that provide something extra in their marketing or customer service so I can share them with you. Who knew I would find it at a Best Western in Branson, Missouri.
Researching a recent weekend getaway with my kids, TripAdvisor said the #1 rated hotel in Branson was the Best Western Music Capital Inn. I admit to being a bit suspicious of the results, as my last stay at a Best Western was probably 15 or 20 years ago…and it wasn’t a pleasant one. My impression of Best Western was “cheap, dirty, and thin walls”. However, I have yet to be disappointed in TripAdvisor reviews, so I called the hotel and booked the room. They gave me an excellent rate on a huge family suite…on a holiday weekend no less.
We checked in, and the hotel was indeed clean, nice and perfect for our needs. Everything met with expectations and matched the reviews. So what was the “something extra”?
Upon walking into the room, I noticed on the dresser was a Bible open to Proverbs. That open Bible was “Customer Service Distinction #1” as most hotels don’t display the Bible, they just stick it in the nightstand drawer. In fact, I’m noticing more and more hotels doing away with supplying a Bible in the room at all.
Customer Service Distinction #2 was the card that was with the Bible. It read as follows:
To Our Guests
In ancient times there was a prayer for “The Stranger Within Our Gates.” Because we care about our guests, we pray that God will grant you peace and rest while you are under our roof.
May this room and hotel be your “second” home and may those you love be near you in your thoughts and dreams.
May your stay with us be an enjoyable one and may you feel as comfortable as if you were in your own home. Amen.
Team Members of
In my 20 years of business travel, I’ve stayed at some of the top hotels in the world, including Ritz Carltons, Mandarin Orientals, and many other 5 star hotels in the U.S. and Asia. I’ve been greeted and made welcome by some of the best trained staff in the world. Yet with a simple gesture, the little Best Western in Branson made me and my kids feel welcome and blessed for staying there.
Marty M. Fahncke is an expert in multi-channel direct response marketing with over 30 years experience. Having been involved in marketing campaigns that have generated over one BILLION dollars in sales, Marty has seen what works...and what doesn't.