Many companies like to show their appreciation for loyalty by adding extras to their repeat customers’ experience. It’s common in hotels to upgrade their loyal customers with in-room treats. While I never expect these, I appreciate them even if the item isn’t to my taste.
However, it’s rare that these gestures actually backfire. I know this is the exact opposite of the intention of the hotel management, but it can happen.
Thus is was with the 5-star resort where I was staying. This was my third stay, so the hotel provided a small fruit basket in my room at check in. I was delighted to see some of my favorite fruits: a small “hand” of finger bananas, some local oranges, a pear and some apples, which were my least favorite. Since it was late and I wasn’t very hungry, I enjoyed one of the bananas and saved my other favorites for another day.
I spent the next day exploring the town and looked forward to a banana or orange as a snack before dinner. So imagine my disappointment to return to a new fruit bowl replacing the other — this time with only apples! Arrgh!
I asked the housekeeper outside my door if he knew what happened to my previous fruit bowl. He said to check with room service. I didn’t want to make a fuss so didn’t call. I’m guessing their reasoning is that the guest would like a fresh fruit bowl each day, not really understanding that the guest may have been exceptionally happy with the previous fruit selection!
I know it sounds petty — one should be appreciative of any gift. I only point this out in case you provide a gift to your special customers but don’t realize your good intentions may have a less-than-optimal effect. If you do something like this, perhaps include a note saying if they’d like something different to call the marketing manager.