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FROM AARGH! TO AAH!

Luxury real estate marketing professionals who work with or own an independent real estate firm have a tremendous advantage over the national brands if they are willing to be nimble and quick.  However, it is necessary to demonstrate this strategic differentiator, consistently.

Recently, we needed to book a hotel room in Portland, Oregon for just one night after traveling outside of the area where Internet connectivity and cellular service was spotty at best.  We wanted to call the hotel directly to make the reservation rather than book online.

After waiting on hold and listening to nauseating music for over 17 frustrating minutes to book with a big brand hotel chain we hung up. Luckily, our friend was able to get right through on her phone to the Kimpton Vintage Hotel in downtown Portland and make a reservation. But, in order to get free Wi Fi we needed to go online to sign up before arriving. AARGH!

Upon arrival at the front desk we courteously complained about the inconvenience of having to sign up for free Wi Fi when that is a commonplace feature at most upscale hotels.  The gals at the front desk immediately apologized and offered not only to comp us on the Wi Fi, but also to upgrade us to a beautiful suite! AAH! The luxury of extra space! Because they were quick and nimble and were obviously empowered to think entrepreneurially, we were instantly won over.

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After settling in our suite, there was a knock on the door.  We were presented with a bottle of local pinot noir, some delicious chocolate truffles (two of our favorite things in life) and also a delightful handwritten note from the gals at the front desk (See below). WOW!

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We have been very impressed with Kimpton hotels in San Francisco, Los Angeles, Salt Lake City, Denver, and also here in Santa Barbara, primarily because their restaurants are top notch. The contemporary design in most of these hotels also make them stand out. But, being consistently nimble and quick in customer service is Kimpton’s competitive advantage over the typical big brand chains.  We will definitely book here again on our next visit to Portland.

Handling our rough start by being quick and nimble made our stay with Kimpton Vintage Hotel in Portland remarkable. As an independent real estate brokerage company or agent, how can you consistently be more nimble in handling the challenges that come up in your real estate practice?