January 17, 2007

Case study – Increasing perceived value of a service offering

I am staying at the executive housing of ISB – Hyderabad today. It is managed by Sarovar Park Plaza (http://www.sarovarparkplaza.com/). The room is great and the service is impeccable.

But what caught my fancy is a small plaque on the work desk (photograph included).

It reads – “FORGOT SOMETHING? If you have forgotten any essential toiletry item, please contact Housekeeping. We will be pleased to deliver with our compliments. Shaving cream, disposable razor, comb, toothbrush or toothpaste”

 

I feel that this kind of approach has two fold benefits –

It increases the perceived value of the service. You are consciously requesting the toiletry and you feel obliged towards the hotel when you get them. In case these items are present by default, you take it for granted. The hotel is also getting an extra opportunity to serve you and deliver 'experience', which does matter a lot when you compare service providers.

It makes you feel that the hotel cares about you! – even if you do not want to use the toiletry. So they are creating a positive image in minds of its customers without spending a dime or invesiting any effort. It cannot get better than this.

The bottomline is – Communication (of value) and customer contact (to deliver positive experience) creates lasting, high value relationship.

Filed under Business Tips, Personal, Reviews by Abhishek

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  • Prabhjot Bedi

    I am a hotelier and strongly beleive either a hotel wants to provide service or doesn't want to. the next thing would be to ask if you would like a clean room or a glass of water.

    the toiletries are part of the price equation and service standards. if you as a customer beleive the price you paid for this product should not include basic toiletries then this is a good approach, for someone like me, a sarovar should be able to provide these and maybe some more!

  • http://hospe-editorbable.blogspot.com/2007/01/in-room-toiletries-guest-perspective.html Prabhjot Bedi

    My post based on yours.
    A hotelier's point of view.

    cheers!

  • http://www.CalcuttaRocks.com Arun Agrawal

    I feel that it can do wonders to your image, at the same time let you cut costs which you should pass on to the clients. If the toiletries are part of the price equation like a soap, shampoo, towels etc. they cannot be delivered under this approach.

    However you can easily identify 5-10 items that may be required by some but not needed by most.

    More important – look at the concept (how a service company can improve the perceived value) instead of getting too literal.

    Amazing concept IMHO.

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