A business traveler named David gave a 0 and wrote an essay: “The Wi-Fi drops every 30 minutes. The front desk says ‘reboot your router.’ I rebooted 12 times. I missed a $50k client call. I will never return.”
Harbor Inn hired a network engineer. They discovered the routers were misconfigured for the number of guests. They replaced the entire system for $8,000. nps tales
The voice of the customer doesn’t need a business case. Sometimes, the smallest requests unlock the biggest loyalty. Tale #3: The 0 That Saved the Company The Setup: A boutique hotel chain, “Harbor Inn,” had an NPS of 12. Terrible. Leadership blamed “picky guests.” A business traveler named David gave a 0
One year later, the same David checked in. He wrote a new NPS: 10 . “I can run my business from your lobby. I brought three colleagues this week.” NPS rose to 54. I will never return