Comments on: The Three Billion Dollar Cleaning Man http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/ Stop Marketing. Start Engaging. Tue, 09 Mar 2010 21:03:32 -0500 http://wordpress.org/?v=2.9.2 hourly 1 By: Robert Mulle http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1489 Robert Mulle Tue, 05 Jan 2010 19:39:17 +0000 http://www.un-marketing.com/blog/?p=181#comment-1489 I'm a cab driver here in Vegas. Steve Wynn offered all drivers an opportunity to stay for free for a night at the Wynn when it opened and at the Encore last year. His staff always treats us with respect, not something that I can say for most other hotels. I'm a cab driver here in Vegas. Steve Wynn offered all drivers an opportunity to stay for free for a night at the Wynn when it opened and at the Encore last year. His staff always treats us with respect, not something that I can say for most other hotels.

]]> By: Sarah Runckel http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1312 Sarah Runckel Tue, 08 Dec 2009 01:37:13 +0000 http://www.un-marketing.com/blog/?p=181#comment-1312 It's true. There is a cost to making genuine connections with customers, or genuine service to customers, a priority. If the management of a company realizes this and is deliberate about accounting for it as an "investment," as you say, then this genuine service, these real connections, can be realized. Without being deliberate about taking the "productivity cost" into account, however, companies can unknowingly say one thing and yet, in the day to day grind, require another. As ypadgett wrote above, employees will truly only feel free to sacrifice a little productivity for the sake of connections with customers if they feel supported by management in doing so. Corporations sometimes need to realize as well that more important than whether I make that purchase today is whether I will feel valued and comfortable enough to come back next week to make a purchase. In that way as well, sometimes the small picture needs to give way to the larger. A sales rep can push for the sale today, but the customer might resent it, even if they give in and make the purchase that day. Give up today's sale for the sake of making the customer *themselves* (not their pocketbook) feel respected and valued and important, however, (and mean it), and the employee may just have made a purchasing customer for life. Yes, these things must be a deliberate investment. It's true. There is a cost to making genuine connections with customers, or genuine service to customers, a priority. If the management of a company realizes this and is deliberate about accounting for it as an “investment,” as you say, then this genuine service, these real connections, can be realized. Without being deliberate about taking the “productivity cost” into account, however, companies can unknowingly say one thing and yet, in the day to day grind, require another. As ypadgett wrote above, employees will truly only feel free to sacrifice a little productivity for the sake of connections with customers if they feel supported by management in doing so. Corporations sometimes need to realize as well that more important than whether I make that purchase today is whether I will feel valued and comfortable enough to come back next week to make a purchase. In that way as well, sometimes the small picture needs to give way to the larger. A sales rep can push for the sale today, but the customer might resent it, even if they give in and make the purchase that day. Give up today's sale for the sake of making the customer *themselves* (not their pocketbook) feel respected and valued and important, however, (and mean it), and the employee may just have made a purchasing customer for life. Yes, these things must be a deliberate investment.

]]> By: eliz http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1252 eliz Thu, 03 Dec 2009 21:03:34 +0000 http://www.un-marketing.com/blog/?p=181#comment-1252 Pretty much anything with Vegas in the title gets my attention and wish I could compete with your 14 in 4 years but, when I need to add 14hours travel time, I think I am doing ok with 5 in 7years. The last visit we stayed at TI and the Venetian and we were pleasantly surprised with the friendly service. Jet lag had us up at weird hours and one memorable morning we explored the Wynn. Just us, the cleaners and the people replacing the fading flowers. What an operation!! Pretty much anything with Vegas in the title gets my attention and wish I could compete with your 14 in 4 years but, when I need to add 14hours travel time, I think I am doing ok with 5 in 7years. The last visit we stayed at TI and the Venetian and we were pleasantly surprised with the friendly service. Jet lag had us up at weird hours and one memorable morning we explored the Wynn. Just us, the cleaners and the people replacing the fading flowers. What an operation!!

]]> By: Judy http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1025 Judy Thu, 12 Nov 2009 22:43:21 +0000 http://www.un-marketing.com/blog/?p=181#comment-1025 "I have never, ever been greeted like that by anyone in Vegas" You would of if <br>#1 you were to meet me.<br>#2 get off the strip. Have you gone off the strip to the other casinos ?<br><br> People out here are not like that. I have been greeted by plently like the cleaning man. It is sad that you do not see this part of Vegas :) “I have never, ever been greeted like that by anyone in Vegas” You would of if
#1 you were to meet me.
#2 get off the strip. Have you gone off the strip to the other casinos ?

People out here are not like that. I have been greeted by plently like the cleaning man. It is sad that you do not see this part of Vegas :)

]]> By: Jennifer Stehlar http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1024 Jennifer Stehlar Thu, 12 Nov 2009 21:02:43 +0000 http://www.un-marketing.com/blog/?p=181#comment-1024 Thank you for posting this blog! I work at the Wynn Las Vegas as a cocktail server in the Parasol Lounge. What is ironic about what you wrote is that EVERY single one of my customers tells me the same thing. It is incredibly rare to work in an environment where every one you cross is genuinely happy. I feel blessed to work there and do hope you continue as one of our customers. Genuine smiles are what you will receive.....something that is rare in Las Vegas. Thank you for posting this blog! I work at the Wynn Las Vegas as a cocktail server in the Parasol Lounge. What is ironic about what you wrote is that EVERY single one of my customers tells me the same thing. It is incredibly rare to work in an environment where every one you cross is genuinely happy. I feel blessed to work there and do hope you continue as one of our customers. Genuine smiles are what you will receive…..something that is rare in Las Vegas.

]]> By: Zubair http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-1010 Zubair Sun, 08 Nov 2009 17:39:09 +0000 http://www.un-marketing.com/blog/?p=181#comment-1010 I am sorry I does not check the blog. Please tell me what I can do. Where i can go to sign in I am sorry I does not check the blog. Please tell me what I can do. Where i can go to sign in

]]> By: lynnsanders http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-971 lynnsanders Sat, 07 Nov 2009 01:45:02 +0000 http://www.un-marketing.com/blog/?p=181#comment-971 Wow, Scott! What a wonderful experience. Thanks for sharing your story about meeting Wes, and the impact it had on you. People can benefit from being reminded what marketing really is... building relationships. You've got it down so well. Wow, Scott! What a wonderful experience. Thanks for sharing your story about meeting Wes, and the impact it had on you. People can benefit from being reminded what marketing really is… building relationships. You've got it down so well.

]]> By: tlyons http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-795 tlyons Wed, 04 Nov 2009 19:03:33 +0000 http://www.un-marketing.com/blog/?p=181#comment-795 I have to completely agree. We have a restaurant in town, or more accurately had a restaurant in town. The service was poor, and we had been there twice with the same results. We had practically given up on the place, but decided to go back one more time. <br><br>This time we received a fantastic waiter. He was friendly, fun and made the dinner really enjoyable. It changed our perception of the restaurant, in that one visit, because of him and him alone.<br><br>The next time we came, we received the regular non stellar performance we had experienced in the past. Well, as I stated the restaurant is gone now. No surprise! I have to completely agree. We have a restaurant in town, or more accurately had a restaurant in town. The service was poor, and we had been there twice with the same results. We had practically given up on the place, but decided to go back one more time.

This time we received a fantastic waiter. He was friendly, fun and made the dinner really enjoyable. It changed our perception of the restaurant, in that one visit, because of him and him alone.

The next time we came, we received the regular non stellar performance we had experienced in the past. Well, as I stated the restaurant is gone now. No surprise!

]]> By: Warren Whitlock http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-3/#comment-786 Warren Whitlock Tue, 03 Nov 2009 23:14:22 +0000 http://www.un-marketing.com/blog/?p=181#comment-786 I was saying that 1 or 2 words make a difference. This guy did it before he said a word. I was saying that 1 or 2 words make a difference. This guy did it before he said a word.

]]> By: Shel Horowitz http://www.un-marketing.com/blog/2009/10/21/the-three-billion-dollar-cleaning-man/comment-page-2/#comment-713 Shel Horowitz Mon, 02 Nov 2009 02:29:21 +0000 http://www.un-marketing.com/blog/?p=181#comment-713 Yes, when employees go the extra mile, it really does make a difference. I've been an advocate of this idea for years, in fact. Yes, when employees go the extra mile, it really does make a difference. I've been an advocate of this idea for years, in fact.

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