Revenue? Profits? No! It’s about The Guests

From the New York Times, “A Hotel’s Secret: Treat the Guests Like Guests” by Perry Garfinkel (Saturday 23 August 2008).

This brief interview of Alan J. Fuerstman, the chief executive of Montage Hotels and Resorts, packs a mountain of insightful punch. In fact, we have all trudged though 200+ pages of a best seller to get half of what Mr. Fuerstman offers in a faction of time. Sounds like a great organization, eh?

The real story?

1 – This isn’t rocket science. There is no reason why other B2Cs and even B2Bs can’t use these concepts. Whether it’s a web site, or a retail store, that person engaging your brand is a guest. Those who accept and embrace this excel. Those who are in denial… Well, we’ve all had too many below average experiences, eh?

2 – Notice that Mr Fuerstman doesn’t even mention revenue, profits, etc. Why should he? He understands that if he and his people focus on the guest the money will come. It’s really that simple.

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