'Have You Stayed with Us Before?'7/10/2017
Over and over again I get asked this question when I check into a hotel or timeshare. Given the amount of travel I do can they really expect me to remember? Ok, perhaps.
But the insult is that if I have stayed there before, they should know it, and not have to ask me. They're the ones with the historical database of stays, and when someone makes a reservation it should be a no-brainer to see if the person has been there before, and if so, when and how many times.
I can still remember Loews hotel in Nashville who was excellent at this. They even gave us the same room each time.
Regardless of all the continuous improvement effort spent over the last 30 years, most companies jstill ust don't understand. They're focused on cutting costs, not understanding each individual customer.