A reservation confirmation is such a mundane, necessary function that it is hard to think of it as an opportunity to make an emotional connection and yet it most definitely is just that. As I made arrangements for a speaking engagement in Arkansas, I received three reservation confirmations. The one from a chain hotel was very ordinary; the other two really stood out.
The first confirmation oozed of luxury and made me feel excited about the upcoming journey. It was from the Capital Hotel, a historic landmark property in downtown Little Rock. The subject line of the email confirmation stated: “Summary of your arrangements.” Ah, language is everything. Upon opening the e-mail, this thoughtful quote appeared
“…nothing so liberates (us) and expands the kindly instincts that nature puts in as travel and contact with many kinds of people.”
Right before the necessary facts and figures was the following welcome:
“On behalf of the entire Capital family, please accept this note as an expression of our gratitude for including the Capital in your travel plans”.
After the necessary facts and fees was this statement:
“Please be assured that we shall make contact with you at this address shortly before your arrival to double-check your arrangements and to determine if there are any steps that we can take to assure you a remarkable experience.
It will be our privilege to demonstrate why the Capital has been regarded as Little Rock’s “front porch” since 1876.
Most sincerely,”
On top of that, a real person sent it!
Then there were photos of the specific accommodations I had booked—a description of the room, the person who had designed it and a list of the amenities I would have access to, such as an umbrella, room safe, WIFI, etc. The section on check in and check out was titled “Nuts and Bolts”, which is a really gentle way of furnishing the rules. And lastly, I was provided with a mouthwatering description of the dining options.
The tagline for the Capital Hotel is “A Regal Address.” If a reservation confirmation can be a regal experience, the Capital Hotel surely has created just that.
The second confirmation I received was from the Lookout Point Lakeside Inn in Hot Springs, Arkansas. It was personally written and filled with ideas for planning the perfect stay, and thought out. In addition to the obligatory confirmation information, the e-mail had two attachments. One had suggestions for several days itineraries, the other had restaurant recommendations. They both felt lovingly created.
When I spoke to the Innkeeper, she reminded me that she had taken a class I had given at a Professional Association of Innkeepers conference several years ago called “Innkeeper as Concierge.” She took the ideas I had suggested and put them into action. No wonder I loved it!
Most of you reading this have already downloaded my chapter entitled “Netiquette” from my new text “The Art and Science of the Hotel Concierge.”
In case you haven’t, you might consider checking it out because it is all about the power of e-mail communication.
DOWNLOAD A COPY OF THE “NETIQUETTE” CHAPTER WHEN YOU SIGN UP FOR MY NEWSLETTER. ENTER YOUR EMAIL ADDRESS IN THE BOX LOCATED AT THE TOP OF THE SIDEBAR TO THE RIGHT OF THIS BLOG POST.