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Sometimes the difference between brand awesomeness and brand ridiculousness are the simplest decisions.

While on tour, we're getting to experience both. When we hit Kansas City, we'll get to stay in the luxurious Q Hotel and Spa (a PlaidNation sponsor), who could teach many hoteliers a lesson in brand awesomeness. And we're counting down the days until the Q.

But until then...we're learning brand and customer experience lessons the hard way:

On some random day somewhere, some person with Soooper 8 made a decision. Was it to spend fifty cents more and supply guests with towels that aren't made from sandpaper? Nope. Was it to put a respectable sign on the elevator? Nope.

This decision involved the experience that a guest might have in the bathroom. Not soaps. Not shampoo or other niceties. Somebody said "we can add your logo to this $2 faucet, if you want", and then a Soooper 8 employee replied "absolutely."

Here's proof that branding is more than your old logo on crappy equipment. It's little decisions that affect your customer's experience every day. Thanks, Soooper 8, but I really would have preferred the non-sandpaper bath towel.

Labels: branding, q hotel, super 8

posted by darryl ohrt at 8:14 AM

2 Comments:

At July 16, 2009 3:03 PM,  Jetpacks said...

And the pictures are bolted to the wall, no doubt.

I'd like a black light scan of the room before checking into a Super 8. No telling what sort of fluids you'd find on a bedspread.

Sorry - sleep well.

 

At July 16, 2009 9:07 PM,  Scott Monty said...

What a lost opportunity. They should have sold the faucet as ad space. You'd be washing your hands after a particularly harrowing experience on the bowl, when you're reminded of the need for another can of Bush's beans.

 

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