Time for an upscale mini vacation.
That was my thought as I scoured through the Forbes Travel Guide.
I’d shoehorn in a beach-side visit at a five star property en route to a client engagement.
Plus, the resort under consideration offered a third night for free promotion – who could resist?
Overcome by the thought of umbrella adorned drinks, killer meals and oceanfront views, my computer mouse, seemingly unaided, navigated directly to the reservation booking page and, voila, it’s time to buy sunblock!
But not so fast…
Upon receiving the hotel confirmation, there was no mention of the third night free.
A ONE HOUR call to American Express Travel resulted in the reservation being rebooked, along with assurances that everything was in order.
The agent indicated she would include her contact information on the new confirmation, in case I needed further assistance – which she did not do.
The following day, under the cynical heading of “Trust Nothing”, I called the hotel directly to confirm the reservation specifics.
The agent at the hotel, Norka, in her best five star service pleasantry, informed me that the third night free did not appear in the reservation.
Then she said, “Mr. Shore, give me one hour to have this fixed and I’ll call you back with a resolution”.
An hour? That’s the commitment she made? “Oh, this will never happen”, I thought.
Feeling a blog post bubbling up inside, my eye was on the clock as the one hour mark approached.
In the 59th minute the phone rang, and Norka indicated that the problem was now solved.
And I could all but feel the ocean breeze.
Moral of the Story
Our expectation bar is set mighty low today.
Which means you have the ability to be memorable, to increase your MQ-Memorability Quotient®, in super simple (though not at all easy) ways.
In this case, Norka used the philosophy of:
Do what you say you are going to do, when you say you are going to do it.
If you laser focus on both parts of the equation – the what and the when – and vow to always fulfill them both – you’ll become more memorable to all.