Investing in Beyond Sorry

Last month I was in San Antonio to speak at the National Association of College Store's annual show. I was supposed to stay at a brand-new Hyatt hotel but due to construction delays it wasn't open yet.  I was moved to the Marriott hotel across the street and when I checked in I was given an envelope from the Hyatt.  In the envelope was a letter from the Hyatt general manager apologizing for any inconvenience - and a $100 American Express gift card. It was a wonderful gesture and a smart investment.

It's one thing to say you're sorry; it's another to ease the customer's inconvenience.

I sought out the Hyatt manager at the Convention Center and thanked him for Hyatt's generosity.  I have already told at least 10 people about this and with told thousands in my daily newsletter The Daily Retail Experience. And the next time I'm in San Antonio you can bet I'm staying at the Hyatt. Smart investment, that easing the inconvenience

Go beyond "sorry" and invest in easing your customer's inconvenience.  Remember, a customer is a terrible thing to waste!