What part of THE EXPERIENCE IS THE MARKETING don’t hotels understand? by Steve Miller | branding, customer service, experience marketing, marketing, the customer | 5 comments 5 Comments Joyce McKee on February 11, 2008 at 1:10 pm I wonder if more of us did what you have done via this video – could we expect change? The collective road warriors change manifesto? Well, you are leading the charge on who is not getting your money this year – why not this new manifesto? Reply Steve Markowski on February 11, 2008 at 1:16 pm Dear Steve: Have you ever tried to fold a fitted sheet? Even with Martha Stewart’s instructions, I come up with a lumpy ball. They’d just fall out of the cart. Not to mention adding another item to the inventory. And training the maids on which mattress gets which sheet. All of which is to say that, too often, it’s the needs of the business that determine what the customer gets – not the needs of the customer. Next time I see you I’ll tell you about my experience at the Hyatt O’Hare. Love to all. Steve Markowski http://www.smarkowski.com Reply Cathryn Wanders on February 11, 2008 at 1:18 pm As someone who worked as a hotel maid one summer during college, I can perhaps offer one reason why hotels do not use fitted sheets – time. As a maid, I had a to clean a certain number of rooms in a given time frame, but I could never clean my rooms fast enough. Finally, a veteran showed me how to shave precious minutes off my time by how I handled the bed. Within a couple of weeks I was an expert at being able to make the entire bed just by standing at the foot of it. You would never be able to do that with a fitted sheet because you would have to take the time to walk around and secure all the corners. That being said, I agree that not having a fitted sheet on a bed is just a hassle. Reply Steve Miller on February 11, 2008 at 1:44 pm Cathryn & Steve, I understand why hotels do this. But to be perfectly blunt, I don’t really give a damn about their needs. That might be harsh, but this is just another example of what you say, Steve, putting the needs of the business ahead of the needs of the customer. Stupid. Stupid. Stupid. Reply Art Mann on February 17, 2008 at 9:50 am What about the noisy air conditioning units that don’t keep a nice constant temperature in the room and keep me awake at night. Reply Submit a Comment Cancel replyYour email address will not be published. Required fields are marked *Comment Name * Email * Website Save my name, email, and website in this browser for the next time I comment.