Here’s the story:
He was in town to deliver a seminar, had forgotten his toothbrush, tried to take the hotel up on their stated in-room offer of providing replacement items for things that guests have forgotten, and was invited to purchase an over-priced toothbrush at the gift shop.
Here’s the result:
A seminar participant shared with the group, “I’m negotiating a contract for more than $30,000 with that hotel later this week. We bring our most important customers from around the country here throughout the year. That’s the hotel where we were planning to have them stay. Now maybe we won’t. Their sales staff has been great to work with, but if that’s the way they deliver on their brand…”