{"id":489,"date":"2009-06-19T00:05:00","date_gmt":"2009-06-19T07:05:00","guid":{"rendered":"http:\/\/danoday.com\/blogWORDPRESS\/2009\/06\/19\/odays-travel-woes-36-when-chocolate-chip-cookies-lose-their-luster-2\/"},"modified":"2009-06-23T14:57:29","modified_gmt":"2009-06-23T21:57:29","slug":"odays-travel-woes-36-when-chocolate-chip-cookies-lose-their-luster","status":"publish","type":"post","link":"https:\/\/danoday.com\/blog\/2009\/06\/odays-travel-woes-36-when-chocolate-chip-cookies-lose-their-luster\/","title":{"rendered":"O&#8217;DAY&#8217;S TRAVEL WOES #36: When Chocolate Chip Cookies Lose Their Luster"},"content":{"rendered":"<p><\/p>\n<p><span style=\"font-weight: bold; color: rgb(0, 0, 153);\">February, 1995<\/span> (continued): <\/p>\n<p>A week after speaking to a public radio group in Nashville, I flew to Tulsa for a couple of days, where I conducted both <span style=\"font-style: italic;\">HOW TO CREATE MAXIMUM IMPACT RADIO ADVERTISING<\/span> and <span style=\"font-style: italic;\">AIR PERSONALITY PLUS+<\/span> for <span style=\"font-weight: bold; color: rgb(0, 0, 153);\">Carl Smith <\/span>and the Oklahoma Association of Broadcasters. <\/p>\n<p>As you might know, I conduct Customer Service seminars for retailers as well as broadcasters. Here\u2019s a minor incident that illustrates an important Customer Service point:<\/p>\n<p>The seminars were held at the Doubletree Inn. For years the Doubletree chain had cultivated a unique \u201cbenchmark\u201d image by making it a point to deliver a couple of freshly baked (still warm!) chocolate chip cookies to the guest\u2019s room shortly after check-in. You might consider this true \u201cvalue-added.\u201d<\/p>\n<a onblur=\"try {parent.deselectBloggerImageGracefully();} catch(e) {}\" href=\"http:\/\/1.bp.blogspot.com\/_JygV9WxRKKc\/Sjsqkth9VoI\/AAAAAAAAAt4\/idzwZBobMtI\/s1600-h\/DoubletreeCookies.jpg\"><img decoding=\"async\" style=\"margin: 0px auto 10px; display: block; text-align: center; cursor: pointer; width: 400px; height: 300px;\" src=\"http:\/\/1.bp.blogspot.com\/_JygV9WxRKKc\/Sjsqkth9VoI\/AAAAAAAAAt4\/idzwZBobMtI\/s400\/DoubletreeCookies.jpg\" alt=\"\" id=\"BLOGGER_PHOTO_ID_5348915792618280578\" border=\"0\" \/><\/a>\n<p>Like any value-added item, the first time the guest experiences it, it is a delightful surprise. On subsequent visits, the guest expects it (and, presumably, still enjoys it).<\/p>\n<p> But when I checked into this Doubletree, the desk clerk completed my registration and wordlessly handed me both a key and a box containing two cold chocolate chip cookies.<\/p>\n<p>Did I think, <span style=\"font-style: italic;\">\u201cOh, great! Cookies\u201d?<\/span><\/p>\n<p>No. I thought, <span style=\"font-style: italic;\">\u201cHey, these are cold. And usually they bring them to my room. And the desk clerk\u2019s determined lack of human touch has reduced this ritual from a warm, personal contact with the hotel to something he simply is required to give me.\u201d <\/span><\/p>\n<p>In my seminars, I refer to every contact a business has with a customer as a \u201cprofit point\u201d \u2014 a chance to enhance or strengthen the relationship with the customer. By transforming freshly baked cookies into just another part of the system, however, the Doubletree brand lost the profit point&#8230;systemwide.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>February, 1995 (continued): A week after speaking to a public radio group in Nashville, I flew to Tulsa for a couple of days, where I conducted both HOW TO CREATE MAXIMUM IMPACT RADIO ADVERTISING and AIR PERSONALITY PLUS+ for Carl Smith and the Oklahoma Association of Broadcasters. As you might know, I conduct Customer Service [&hellip;]<\/p>\n","protected":false},"author":22,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":{"0":"post-489","1":"post","2":"type-post","3":"status-publish","4":"format-standard","6":"category-uncategorized"},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>O&#039;DAY&#039;S TRAVEL WOES #36: When Chocolate Chip Cookies Lose Their Luster - DAN O\u2019DAY TALKS ABOUT RADIO<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/danoday.com\/blog\/2009\/06\/odays-travel-woes-36-when-chocolate-chip-cookies-lose-their-luster\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"O&#039;DAY&#039;S TRAVEL WOES #36: When Chocolate Chip Cookies Lose Their Luster - DAN O\u2019DAY TALKS ABOUT RADIO\" \/>\n<meta property=\"og:description\" content=\"February, 1995 (continued): A week after speaking to a public radio group in Nashville, I flew to Tulsa for a couple of days, where I conducted both HOW TO CREATE MAXIMUM IMPACT RADIO ADVERTISING and AIR PERSONALITY PLUS+ for Carl Smith and the Oklahoma Association of Broadcasters. 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