How good is your product?

How good is your product?

I am writing this blog early on a Saturday morning from a BMW dealership in my neighborhood. My appointment was scheduled for 8:30 a.m., and I arrived promptly at that time. This is what I saw:

If you are like me, I’d much rather be sleeping in on a Saturday morning or enjoying the family. While I was waiting for my car to be looked at, I had a chance to view other vehicles on the lot. One BMW 750li was “on sale” for $98,500, down from $104,700, a very expensive proposition!

Our vehicle is used, and we bought it with less than 40,000 miles on it. We love the car, but as the mileage approaches 50,000, our extended maintenance agreement will no longer be in effect. We cannot afford to shell out thousands of dollars for the next repair.  

This dealership has 120 loaner cars, and yet more often than not, they are fully committed in lending them out. Thus I am waiting in the lounge area trying to maintain my composure. The waiting room is so packed that there are no more seats available, and no one looks happy.

It made me think, “How good is your product?” 

Does it require expensive maintenance and costly repairs? If yes, is it worth it? My wife and I were intrigued by the look and drive of the used BMW and now are questioning if it is worth it.

If you stay at a 5-star hotel, have every need provided, experience flawless service and have an error-free stay, is it worth paying the premium price?

How can you put a value on a good night’s sleep and pleasant experience? It seems easy to put a value on a negative experience. If you don’t receive your scheduled wake-up call and miss a meeting with a client, you potentially have lost revenue. If there is consistent noise in your meeting room and the audio-visual doesn’t work, there is potential loss of productivity for your attendees.  

So, how good is your product? What are you doing to ensure guest satisfaction at your hotel? 

FYI, we owned a Lexus previously and did not have a single complaint about the reliability of that product. Can you guess what brand of vehicle we are considering to lease next?