I'm just now catching up on my AR reading from my week in Las Vegas.
I loved Faina Sechzer's featured blog comparing the service one receives at the Ritz to the service one might receive from his or her real estate agent. I love analogies and this one was so dead-on - I can't say enough good about it. If you missed it, take a minute to read it over. It's so good.
However, my own personal experience with luxury hotels is somewhat different. Several years ago, I went on a business trip with my future ex-husband. It was some fancy-schmantzy to-do for attorneys to get their continuing education credits in between golf games, I think. It was held at the Hotel Del Coronado in San Diego. The room rate was something like $400/night, although I'm sure we didn't pay that much.
The room itself was decorated in 1970's Hotel Style, nothing special aside from the spectacular view of the Pacific Ocean. The hallways were dingy and not everything in the room worked right. There was, of course, a gawd-awful expensive mini-bar and no free coffee in the lobby. A continental breakfast put you back $15 or so. Oh, and you had to PAY $20/day for the honor of parking your car in the lot. I somehow rang up $250 worth of phone calls, even though I used my calling card for every single one. The staff seemed, depending on the person and time of day, harried...or bored.
Suffice to say that we were underwhelmed with the Hotel Del Coronado.
A few weeks later I stayed in a La Quinta Inn. What a difference! The room was clean and comfortable and it had the nicest pillows I've ever slept on. The staff was friendly and accommodating. Parking was, of course, free. There was coffee in the lobby all day and a complimentary continental breakfast from 6am to 9am. Cost? $49.99/night + tax.
So, what's my point? Well, contrary to Faina's experience at the Ritz, I felt ripped off by my Luxury Hotel & Resort experience. Conversely, I was tickled pink by the experience I had at the moderately-priced La Quinta.
Are you a Ritz? Or a La Quinta? Or, egads, a Hotel Del Coronado?
I've been both a Ritz and a La Quinta. I've charged "full price" and delivered way above and beyond expectations. I've also charged a less-than-full-price and delivered excellent value for the dollar spent.
There's plenty of room (and business) for both models and whichever approach you take, your clients will be satisfied. Commit to one or the other and go sell some houses!
Hi Jennifer, Glad to see you survived Vegas. I've found that my satisfaction is actually not related to cost at all. It's related to the value I receive. From reading your post, it sounds like the fancy hotel had become very laxadasial in their service because folks were stying there due to the "notoriety" instead of the value. They probably don't go back. Where as, the La Quinta, valued their customers and wanted you to come back. And you would.
I've never believed the old "You get what you pay for" that so many of our peers use to knock the "discounters". I can see you don't either.
My experience last week in Vegas was very similar to what I experienced with the Del Coronado. I stayed in one of Las Vegas's top rated hotels and was thoroughly disappointed at every turn. And I promise- I'm not that hard to please.
I can honestly say that I've never been overwhelmed (or, frankly, even satisfied) by a "luxury" experience. Maybe I'm just a Wal-Mart gal.
Jennifer, my experience in the Luxury hotel next door to yours in Vegas was just as disappointing. The Four Seasons in San Fran though definitely makes one feel like the king! Absolutely fabulous service, view, just everything... It's not cheap, but was entirely worth every penny...
Maggie, the specials are still available (all of them until midnight tonight)...
Hope you can still catch it.
inna-
ha media group
Jennifer - I have to say that I really enjoyed this. In the inspection industry, i have many who tell me that I am "poisoning the industry" because I offer an inspection level (BASIC) priced to meet the needs of first time buyers and those who can't pay a fortune. It is pretty much the exact same thing my competition offers as their only level of service, but at a more palatable price. (I also offer Ritz-type services at higher prices).
My point has always been that low prices do not have to mean low quality. It only means that if you let it.
And high priced service does not equate to quality. It only does if you ensure that it does.
I could never let ANYthing bearing my name be less than excellent, even if it is a La Quinta inspection. To that client, the home I am inspecting is their Taj Mahal - so I need to perform to the highest level.
I love your attitude, and wish you success!
I second Rob Baldwin's experience at the Ritz. My experience there (one and only time) was pretty awesome. They treated us (my co-workers and I) like kings and queens. As we step foot on the property, we are taken care of. We dont need to lift a finger. We get personalized attention. The bedroom was incredible, the view (of the Koi Pond and landscaping) was spectacular and they have the best pillows ever!
Taking this experience back to my business: Hmmmmm.... I have to let others feel in awe that I take care of them the minute they speak to me. How incredible that can be.
Whether it is a full-fee or not-so-full fee, I doubt it matters! My heart is to serve.