Reverse Jenga

As you heard, I was at an 3 day swim meet last weekend with my two youngest kids at West Virginia University. The natatorium was built just a few short years ago at north of 48 million smackers.

To be clear, this was a BEAUTIFUL facility.

Due to the distance, we had to get a hotel. Unfortunately, the team decided to stay at a slightly disreputable Hampton Inn, and my kids wanted to be with the rest of the team.

Who could blame them?

Of course the coach stayed at a different property. Had I known that, I would have joined him.

Personally, the lowest tier hotel I will stay in is a Hilton Garden, and even some of them are sketchy.

The Hampton in WV lived up to its low standards; dirty carpet, cigarette smoked elevators and food of a questionable origin.

And for the last 2 years, all Hilton properties, of which Hampton is part of, are required to post this sign on the bathroom mirror:

I guess this is their attempt at making me feel good. Not sure what they are protecting me from, the booger man? But at least the dirty carpet is disinfected.

I appreciate the marketing. However, there is this thing called “truth in marketing” aka CONGRUENCY. And the dirty carpet aside, they missed this:

These were here upon our arrival.

Maybe a welcome gift? Hamptons attempt at a turn down service?

I really don’t want to know what was in there. Who knows how many guests ago these were from.

I asked the front desk to come remove them and disinfect the fridge. They said to place the containers outside our door and they would be by to pick them up.

“I AM NOT TOUCHING THESE” I shouted in the phone.

They never came to get them.

Try as I might, due to WVU home games and our swim meet, there were no available rooms anywhere else.

Moving on….. to the pool.

As I mentioned, the pool was fantastic, check it out here:

Evidently though, the university had the same problem as the hotel. this time with trash.

We noticed on the second day of the meet that the trash cans in the spectator area were starting to over flow. By the end of the second day, we were playing a sort of Reverse Jenga, seeing who could keep their trash on top without it collapsing the pile.

BTW: I won, that is my peach club soda can on top.

Alrighty, by now you are asking yourself, what in the name of all things Pluto does this have to do with my business?

EVERYTHING!

Let’s list them out:

• Congruency: Do what you say!
• Attention to detail: remember, EVERY detail is either enhancing or detracting from the experience. There is NO middle ground.
• Lack of service
• Lack of caring
• And the list goes on

If you had just toured the WVU campus with your child who was considering the school and saw this trash for 3 days straight, would rethink your decision?

Would you risk 101,280.00 in sales? The cost to the campus to clean up the trash might be what?…. 30 bucks? 101,280.00 is JUST the tuition for 4 years at WVU.

How can you be trusted if you are not congruent? Do what you say you are going to do.

Do you advertise false or misleading claims about your product or service?

Do you advertise services that your employees do not deliver?

Are you risking your future bank by ignoring your standards?

Remember, you won’t profit unless you implement,

Vance “Checking MY congruency” Morris