June 7 2012 by Bryson Forbes
Every once in a while, a company finds an innovative way to dramatically enhance the customer experience. The result can be so impressive that within a short time frame the competition will have no choice but to follow suit and mimic the product or service.
In my opinion, Best Western has implemented just such a service enhancement. As part of its continued dedication to lead the hospitality industry in customer care, Best Western International is rolling out its "I Care Clean" program throughout 2012 that will bring advanced cleaning technologies used in hospitals, such as UV wands and black lights, to the more than 2,100 Best Western hotels in North America.
It's a substantial investment as the cleaning staff look a little like they have jumped off the set of CSI but when you think about it what is more important than a clean room. My fellow blogger for "You Must be Trippin'"; Chris McGinnis has a great video that really brings these enhancements to life. In his video blog you will see the cleaning staff wearing special dark glasses and literally they are equipped with a UV Wand and black light that allows them to detect and clean things that are invisible to the naked eye.
The worst culprit in your room is the television remote, you will find once you check into a Best Western property that you remote has been thoroughly disinfected and in a "fresh remote" bag. The same treatment will apply for the extra pillow and blanket. The cleaning staff also will disinfect high touch areas including the in room telephone, light switches and taps! I may be able to leave my hand sanitizer at home next trip!
Not surprisingly early feedback from Best Western guests has been terrific; in fact satisfaction scores have shown double-digit increases. It's amazing and I think I speak for all travelers when I say that although we have always expected a clean room what we actually got was a tidy room. Now with Best Western we can revert back to our original expectation and we can actually get what we want and deserve; a truly clean room.
Hats off to Best Western for an innovative approach to meet a real customer need! Does this make you feel much more comfortable to know your room will be much cleaner?