Living the Cluetrain Manifesto

November 22nd, 2008 | Just Jay

Uta and I are spending a few nights in Santa Fe, New Mexico, at the Inn of the Anasazi. Seventeen years ago, a repository for state records was converted into this perfectly charming hotel a couple of blocks from the historic center of Santa Fe.

These guys know how to do it right. Our room is tastefully furnished with ersatz antiques. I just cut off the fire in our in-room kiva and extinguished the candle on the decorative wall sconce because I’m weary after a long bath in the deep tub. There’s a beautiful fountain in the hall whose crumbling walls echo the ruins that are all that remain of the mysterious Anasazi people. Dinner was superb. I am pleased.

The Cluetrain Manifesto told us what was coming ten years ago. Markets are conversations. I share my honest opinion of a great experience; the word spreads. PR-speak is unacceptable. People converse in unmistakeably authentic, personal ways. You can’t fake it. And you can’t ignore your part of the bargain, either.

My experience with the Inn of the Anasazi is in marked contrast to my recent dealings with the Hotel Del Coronado. The Del let me down. I emailed management (see below). They stonewalled me. Before the net, I would be an unhappy camper, and only a few people would ever hear of it.

Here’s what I wrote the Del. I’m happy to share it with a few thousand of you.

Nov 13 (9 days ago)

Last weekend I talked with Business Services at the Del concerning a package that arrived for me at the Del inadvertently. (I was a guest last month.) The person on the phone said, yes, my package had arrived. I asked that it be forwarded to me at the Sainte Claire Hotel in San Jose. Yes, sir. We’ll get it to FedEx today. You should receive it not later than Wednesday.

When the package had not arrived this (Thursday) morning, I called the Del. I was told the package was not handed off to FedEx until yesterday. I just checked the tracking number; the package will arrive sometime tomorrow, probably about six hours after my speech at the conference I am attending. The delay will set me back several thousand dollars. Your clerk offered no excuse (or apology) for letting a FedEx delivery sit in your offices for several days.

Were I dealing with a Holiday Inn or Motel 6, I wouldn’t be surprised by the sloppiness. I expect more from the Del. Shame on you.

I assume the management of the hotel has no shame and has also forgotten the courtesy of offering an apology. Tsk, tsk.