Before we start looking at the stats, consider that the SeaCoast Inn in Hyannis, MA is really a 26 room motel, overlooking a brick building on one side and a parking lot on the other, no ocean view, not many amenities, other than the Innkeepers (the actual source for the accolades).
TripAdvisor begins the list of Honors: Best Hotel Service in the United States (2009 – 2012); Service Ranked in the Top Five in the World (2011 – 2012); Best Bargain in the United States (2008 – 2012); and Best Bargain in the World (2008 and 2011). Final icing on this Hospitality cake: 92% of the 626 TripAdvisor Reviews for this lodging are at Five Stars. Pretty lofty rankings for what the Boston Globe on May 31, 2012 described as “…no frills” except for “…complimentary doughnuts, cereal, and weak coffee offered each morning. It doesn’t even have a vending machine”.
Many of the Hospitality operations on Cape Cod are seasonal, and they must succeed with a very short tourism window, typically May through September. That’s New England for you, weather wearied and dominated. Beyond alarmingly decent room rates ($140 a night), the value lies with the Innkeepers, Terri Noyes and Al Clarizia. Service to their guest is the differentiator, resulting in those gushing reviews and return visits.
Service to the Guest. That is our mantra; we all say that. But, it ultimately comes down to the delivery. Firstly, the Innkeepers are very candid about their humble property and do not mislead with wild expectations. Secondly, they have figured out what drives a Memorable Experience. As Ms. Noyes noted in the article, “What turns people off the most is indifference.” Amen! Attention always trumps indifference. It could be planning whale watches, lending a beach chair or towel, a property in tip-top shape, reacting quickly and compassionately to a guest with a heart attack, maybe just the cup of tea upon arrival or salt water taffy at check-out. The little touches, the personal interludes, the sincere interest in your visitors, perhaps, just the love of the business. Whatever – they’ve got it, and we, as an industry, should learn from the two Innkeepers. The Guest has spoken, via TripAdvisor!
Permission for reprint provided by John Hendrie and credited to LRA Worldwide Inc.
About LRA Worldwide, Inc:
LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability.
In LRA's 25-year history, we have grown from a provider of customized quality assurance evaluation programs for the hospitality industry, to a leading CEM consulting company offering a variety of client solutions. The evolution has been driven by our clients asking us one question - "How do we get better?" In response, we have built a range of performance measurement, research, training and consulting solutions to help them do so. Today, we are a growing company operating in more than 120 countries throughout the world, helping clients deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.
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