I’ve been here, there, and everywhere these last few weeks, delivering employment law talks to the great and good.
Which means a lot of miles on the road and plenty of hotel rooms, too.
I’ve always found hotels fascinating. The fact that you can pay roughly the same and yet have an entirely different experience from place to place is bizarre and interesting in equal measure.
The last hotel I stayed in was a case in point: staff were friendly, they upgraded my room, but when I got upstairs, there were two rather weird elements.
First, the (seemingly now) standard freezing cold room and incorrect thermostat – I had to crank it to 25 degrees just to get 21 degrees on the bedside table.
Second, slightly rarer: the WiFi code was nowhere to be seen.
Usually it’s on the keycard, or on a placard on the desk, or on the first page of the guestbook.
Not in this hotel.
Eventually, I found it on page six of the info book, and the word “WiFi” was nowhere to be found – it was hidden in an “internet” section in what seemed like size 8 font.
Let’s be clear: in 2024, the first thing most guests want? WiFi. Number zero on the modern Maslow’s hierarchy of needs and all that.
This modern miss is instructive for all of delivering products and services: what information do your clients want about what you do that they can’t easily find? And if you made it more obvious, would they be happier, would you convert and keep more customers?
When was the last time you looked through the eyes of your customer, and asked how easy it is for them to find what they need?
