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June 6, 2005
Sheraton employee's comments sink marketing push
In case it wasn't obvious yet, one of the things I believe very strongly in is the role that each and every employee of an organization plays in shaping their employer's reputation and driving sales. Recently, an employee at the Sheraton New York Hotel and Towers spoke to a guest who was having problems using their new automated self check-in kiosks. The employee said "oh, you mean our dust collectors? They never work." Little did she know the person she had just made the off-hand comment to was the VP of travel research for Forester Research, who recorded her comment and, via the New York Times, got it into the public domain.
It's an interesting example of how employees sometimes let their guard down -- whether intentionally or unintentionally -- in front of a customer or potential customer. Anyone who's flown in first class and listened to the flight attendants gathered at the front of the aircraft complaining about their own airline know what I'm talking about. Companies need to recognize that it's these kinds of minute interactions that shape reputation with startling speed and engage their employees with the right information and zeal to turn those interactions into ones that leave an impression for the right reason.
Posted by Christopher at June 6, 2005 9:29 PM
Comments
Yes, times has changed, and a comment can become a publicly discussed news in a matter of minutes. However, 70% of employees in service organizations are dissatisfied with their employer, which is human nature. I don't think that appeal to emploee's senses will do the trick, there should be a strict policy put in place...
Posted by: Ilya at June 7, 2005 5:36 PM
Interesting statistic -- thanks for sharing it. Where did it come from?
Posted by: Christopher Hannegan at June 10, 2005 2:09 PM