A friend of mine from Oklahoma gave me a great marketing idea today. She said she just received a postcard from a motel in Las Cruces where she spent a couple of nights during a business trip last month.
She said the postcard was very simple and appeared to have been printed on-site, but it had the name and address of the motel and a little map showing its location on the front, along with some clipart representing things in New Mexico. The back listed the motel’s amenities, and under that, the owner had written a little note, thanking my friend for her business.
I’ve never heard of a motel doing such a thing. My friend hadn’t, either, but she was utterly charmed by the idea. I was, too. I think I am going to swipe the idea and start sending thank-you notes to my customers. If I got a personal note from a motel owner, thanking me for staying at her business, I would go back there every time I was in town.
Little things like that make a big difference with me.
Based on the comments in my guestbook, I don’t think I’m alone. It’s not the big stuff I’ve done at the Tumbleweed — the room renovations or the painting — that really impresses people. It’s the little stuff: the line-dried sheets; the cappuccino in the morning; the chile ristras next to the doors; the homemade biscotti beside the coffee pot in the lobby; the big, fluffy towels in the bathrooms.
I think maybe the little stuff makes people happy because it shows that A.) you’re willing to expend a little effort to please them, and B.) you’re paying attention to the details. If you’re willing to hang out sheets and make espresso to order every morning, it’s probably safe to assume you remembered to bleach the pillowcases and disinfect the bathroom.