Gary Serino recently underwent a Triple Bypass and is recuperating well.  Although it may take a while for him to back to the old Gary, we certainly want to show him we care.

Please feel free to send get well cards, notes or messages to Gary Serino, MCHG, 15 Main Street, Suite 210, Freeport, ME 04032.  We will deliver them to him regularly.

We have visited him and he still has the GREAT sense of humor. He just can't laugh very hard right now.

MCHG Team of the Year

Congratulations

Yarmouth Muddy Rudder

The Muddy Rudder in Yarmouth was chosen as the MCHG Team of the Year for 2009.  At the Annual celebration, the teams outstanding achievments were shared. The Rudder lead MCHG in the highest increased profits compared to last year.  They also had significant contributions to the Yarmouth and Freeport communities.

Tom Schwaz, GM at the restaurant, commented on how the entire team was responsible for the award. He said that the other leaders, bartenders, servers and kitchen crew played significant roles in the successes this past year.

Congratulations to the entire team!!!!!!!!

GM Named for Bath Hampton Inn

Jenn Libby has been named General Manager for the Hampton Inn Bath Brunswick.

Jenn has been been part of MCHG for 10 years. She has started as a Front Desk associate at the Comfort Suites and was promoted to supervisor. She became Front Office Manager at the BW Freeport Inn and later came back to the Comfort Suits as General Manager.

Jenn has begun some work "on the side" for her new role but will become full time in a couple of weeks. Watch for exciting things happening in Bath. Weekly updates are available on the Face Book Fan Page.

Make it easy for guests

Another lesson from a consumer.........

Does anyone else hate the gas pumps that ask a dozen questions before you can even pump your gas? Jeeeze. Is that aggravating.

I actually paid more for gas accross the street at the Gulf station to avoid the third degree at the CN Brown station.

Do you want gas? Enter your card. Enter your Zip code. Do you want a receipt? Do you want a car Wash? What is your weight? IQ? What else?

I had the pleasure of going to an Irving with no questions. Printed my receipt without a question? Had clean bathrooms and a friendly attendant.

The Moral? Don't make policies for your convenience. Do things with the guest in mind. Most will appreciate it, if not pay more for it.

I'm Sean, the consumer who learns from the best....and worst!

Six South Street Hotel

Announcing the Name of "the no name hotel in Hanover"

Six South Street Hotel

The logo, designed by Stew Vreeland, takes into account the feel of the hotel. A little edgy, modern, sophisticated. It happens to be the address, too.

There will be a couple of Web addresses as well. One will be perfect for search engines to find and another for advertising. http://www.sixsouth.com/ Nothing done on the site yet, but it is ours.

More to come soon, so stay tuned. More frequent updates are on Hotel in Hanover Blog. Become a follower.

Can you follow me?

Come follow me!

Perhaps you'd like to follow my other Blog. http://www.hanoverhotel.blogspot.com/



Maybe you want to visit Hotel in Hanover Facebook fan page.


Perhaps Bath Hampton Inn Fan Page on Face book


Or follow me on Twitter.


Yikes! Can I multi task like this and still talk to people in person. We shall see.

btw.......The pic is of SIX South Hanover Hotel. Well, where it will be.

I'm Sean........Talk to you soon!

Loyalty of a Brand???

First off I consider myself a coffee snob. I love Starbucks and do not like Dunkin Donuts. Here are two surprising stories that relate to customer expectations............

I went to Starbucks recently and asked what time they would be open in Sunday.

Girl #1: I think we open at 6?....Girl #2: No, I think we open at 8....Girl #3: No, it's either 7 or 7:30..... Guy #1 at the register said: I'll check I am not sure (better answer)..... Manager #1: I think we open at 7, but I'll check..... Customer Service #1 Yes, the time is 7: (ps...they did open at 7.)

Moral to the story:

1. Loyal customers might go out of their way to use you even if you slip

2. Don't rest on your laural's, some may give up sooner than I did

3. There is power in a Brand

The corollary to this story

I expect when I order a bagel at Dunkin Donuts that they won't hear me or pay attention. I suspect they will get it wrong. Not toasted and expect me to put on the cream cheese while I am driving.

Not this day!!!! I was greeted by someone who said in a jubilant voice: "Goooood Morning! Thanks for coming here today what may I do for you?" OMG #1...I must be at the wrong place. I ordered and she got it right. She thanked me with the same sincere, fun voice and proceeded to sing. OMG #2! I asked the drive through lady who I had talked to and passed on a tip. I have never done that before. She asked if it was the singing or the friendliness. I told her both and smiled the rest of the day!

Moral to this story:

1. One person can change your impression of an entire Brand (good or bad)

2. A person who loves their job can make a difference in someones entire day.

3. One person can turn a non customer into a Loyal customer.