Marketing Logic

This past week, I was speaking at Search Engine Strategies in Chicago, so I took up residence in the Chicago Hilton for a week and had many experiences that I just have to talk about.

My name is Matt and I am a Gateway Computer User . . .
Seriously.  I know that I said that I would never buy a gateway.  Back in the late 90’s it felt that I was always trying to fix my family and friends’ gateway computers, and it left me jaded against the experience.  I’m not sure why, maybe because I always saw the brand.

Last spring, I was shopping for a new laptop, one that was versatile, could travel well, and could provide a different dimension to my PowerPoint presentations.  I started to see a lot of information about hybrid models that combined laptop and tablet PC functionality.  At the top of the list was the Gateway Convertible Notebook.  The customer ratings were all extremely positive, and many started with the phrase, “I never thought I would buy a Gateway again, BUT . . .”

Anyhow, it’s been 10 months, and I love my Gateway Convertible.  I love the ability to use the pen and draw on my PowerPoint’s during a presentation.  It adds such a new level of interaction.   The only drawback is that I tend to forget to put the stylus back in its little “house” in the laptop.  Which leads me to my discovery, in my hotel room, that the stylus is missing – I can’t use it during my presentations.

I called Gateway to order a new stylus, and the support was awesome.  Damion assured me that he couldn’t promise anything, but I may be able to get the new stylus by the Friday session – 48 hours away.  He dealt with my back and forth as to where to send, and eventually I decided to take a chance and have it delivered to the hotel.  Not only did he get the order in, he followed up and sent me the UPS tracking code and his direct line for follow-up.  The stylus (and a backup) arrived promptly at the hotel at 10:00 AM, three hours before my presentation, and 48 hours after my call.

Finders Keepers, Losers . . .
I am now a HUGE Gateway fan.  Of course, I promptly left my new stylus behind when I left for the airport.  Good thing I bought that backup (Arrrrrrg!).

The Chicago Hilton Rules!
The Chicago Hilton is an experience in getting things done right.  However, First I have to say that I love going to the Chicago HIlton in December.  The three-story christmas tree in the lobby, the decorations, Christmas music and the almost life-size gingerbread house is the key to getting in the Christmas Spirit.
There is a copy and business center in the hotel which made my life a lot easier.  Earlier one day I went to the Kinko’s across the street and was treated amazingly normal – even suspect.  I know that I have a specific method of creating a document, but there is a reason to it.  Kinko’s wanted to charge me, take five hours to do the job, and then I found out that they didn’t have colored paper in 11 x 14.

I ended up in the Chicago Hilton business center less than an hour later, with my 11 x 14 documents, printed the way I wanted them, all with a very friendly and courteous staff.  I was amazed.  Everyone at that hotel seemed to have the attitude to take care of their guests, and it truly showed.

What’s the point?
I love stories like this, it made my week, and I hope that companies never lose sight of what’s truly important; Taking care of the customer.