Good Night, Irene, Good Night - by John Hendrie
Traveling, and yet another night in another hotel. New smells, sounds and sensations. Craving rest, yet unable to find the solace. Another night, another sleepless, restless experience.
You know what I mean. It always seemed that the first several nights of a trip were the worst, and then as the end of the week neared on the horizon, finally, Thursday was a good night with a decent sleep. But, you never made up for the prior nights. Well, the Benjamin Hotel in New York addresses that problem for you with their “work down” approach to rest and relaxation.
We know the “wake up” process pretty well; the Benjamin has taken a look at the other stage of our hotel stay – preparing to go to sleep. Those pesky electronic gadgets are the real tormentors. We want the very last word and update, lying there in bed, with our laptops and phones, lighting the pathways to our very being. Little did we know that these ambient lights actually suppress melatonin, a hormone which causes slumber. The staff, acting upon numerous guests complaining about their rest and readiness due to technology, created the “work down”, where an hour before you want to call it a day, you receive a polite call, reminding you that it is time for bed.
Beyond the gentle reminder, the hotel is also ready to provide soothing noise machines, massages and even a pillow menu with twelve choices. The only thing missing is hot milk and cookies (which may be in the offing). A well-rested employee is alert and productive. And, with this program the staff was listening and responding to needs. We are battered by data all day long, and it is an effort to become untethered. A Night Cap doff to the Benjamin for advancing the Guest Experience and placing our electronics where they should be at the end of the day - off. Now, can they get me a cab in the rain?
LRA Worldwide is a leading research and consulting company in the emerging discipline of Customer Experience Management (CEM). We work with our clients to help them design and deliver consistently exceptional customer experiences in order to drive customer satisfaction, loyalty and advocacy, and company growth and profitability. We have built a range of quality assurance, mystery shopping, research, training and consulting solutions to help them do so.
Today, we are a growing company operating in more than 120 countries throughout the world, servicing our clients from offices and resources in the Americas, EMEA and Asia Pacific regions and helping clients such as Starwood Hotels & Resorts Worldwide, the National Football League, Avis Budget Group, Madison Square Garden, the Cosmopolitan of Las Vegas and Mandarin Oriental Hotel Group deliver exceptional customer experiences. Every touch. Every time. For more information, visit us at www.LRAworldwide.com.
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