{"id":1756,"date":"2014-09-08T08:00:21","date_gmt":"2014-09-08T12:00:21","guid":{"rendered":"http:\/\/www.trustacrossamerica.com\/blog\/?p=1756"},"modified":"2014-09-08T08:00:21","modified_gmt":"2014-09-08T12:00:21","slug":"trust-in-the-hotel-industry-fuggedaboutit","status":"publish","type":"post","link":"https:\/\/www.trustacrossamerica.com\/blog\/?p=1756","title":{"rendered":"Trust in the Hotel Industry Fuggedaboutit!"},"content":{"rendered":"

\"TAA_R2_EDIT-CS3\"<\/a><\/p>\n

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Companies talk about the importance of building customer loyalty and trust, but invariably a headline like this gets in the way:<\/p>\n

Mimicking the Airlines Hotels Get Fee Happy<\/a><\/p>\n

and the public quickly realizes\u00a0that the “talk” is insincere and deceptive\u00a0and the race to the bottom of the trust barrel continues.<\/p>\n

Who in the C-Suite\u00a0decided that the way to build trust with customers was to tack on extra charges wherever possible, or to mimic\u00a0an industry (airlines) with historically low trust and lousy customer service, replete with bankruptcies and consolidations?\u00a0Why did you choose the airlines as your role model?<\/p>\n

Corporate culture is determined by the Board and the CEO. Weak leadership produces weak culture. Apparently the hotel industry has its fair share of both.<\/p>\n

While you are racing to the bottom, why not inscribe your\u00a0“values”\u00a0on the lobby wall at corporate headquarters:<\/p>\n

Our 5 Pillars of Business:<\/em><\/p>\n