Hampton Inn Gets It !

Several times in the past we talked about Money Back Guarantee (or Risk Reversal), as a smart approach to make sure we get feedback from unhappy customers.

I remind you that only one person out of 25 (4%) takes the pain to contact a business to let it know about his unhappiness: the other 24 just silently walk away, bringing their money elsewhere.

So, it makes very good sense to have a mechanism with teeth that allows for these problems to surface and be dealt with.

I was positively impressed by the Hampton Inn posting on the Marketing Genius Blog (here): now I add this very nice example of Money Back Guaranteed policy (see picture below)



Think about it: for the cost (potential) of one night, they get very useful feedback from a customer that otherwise would never patronize the company anymore. What a good deal !

Thank you very much to GiuseC for the picture and the blogpost idea.
Keep thinking smart,

Mau in Taiwan

PS yesterday I was on top of the world ! I went all the way up on Taipei 101, the tallest building in the world !