Monday, May 30, 2005
Hotel technology: missing the point
Just finished reading this article Is the Check-in Kiosk in the Lobby for Real? and can't help but think that these hotel chains and the author are missing the point of good technology. Good use of technology should help you and not hinder you.
As a very frequent traveller, I value and demand great service from the hotel chains I frequent. Like many frequent (elite?) travelers I often stay at the same places. The hotels I return to learn my particular habits and desires. I do not see this happening by computer (and I am a computer consultant).
The hotelier should recognize, although they profess they do, that they are in a SERVICE industry. Not much differentiates the different chains now days but service. The article implication that several of the big chains are going to push the kiosk whether the guest likes it or not gives me pause. I also don't understand the authors suggestion that you try to kiosk just to frustrate yourself first then complain so that the hotel management gets it. My alternative suggestion is to just use the hotel employee first. If there is any complaint by the staff take your business elsewhere.
As a very frequent traveller, I value and demand great service from the hotel chains I frequent. Like many frequent (elite?) travelers I often stay at the same places. The hotels I return to learn my particular habits and desires. I do not see this happening by computer (and I am a computer consultant).
The hotelier should recognize, although they profess they do, that they are in a SERVICE industry. Not much differentiates the different chains now days but service. The article implication that several of the big chains are going to push the kiosk whether the guest likes it or not gives me pause. I also don't understand the authors suggestion that you try to kiosk just to frustrate yourself first then complain so that the hotel management gets it. My alternative suggestion is to just use the hotel employee first. If there is any complaint by the staff take your business elsewhere.
Sunday, May 29, 2005
Gotta stand a little rain.
Went for a bicycle ride today and it ended up being one of my favorite kind. Now I almost never generate any enthusiasm to start a bike ride when it is raining (and rarely do). Today was very cloudy but the rain had dried up. It rained all yesterday. I took off for a moderate ride. Halfway through it began to rain. Well once I am out there, there is nothing to do but finish the ride and make the best of it. And as usual, I loved it. Riding in the rain, when it's not cold, is great!
It is easy to use this as an analogy of doing things that you initially resist and then ind are rewarding. Or better yet, this reminds me of the Nitty Gritty Dirt Band song lyrics "If we're ever gonna see a rainbow, we gotta stand a little rain".
It is easy to use this as an analogy of doing things that you initially resist and then ind are rewarding. Or better yet, this reminds me of the Nitty Gritty Dirt Band song lyrics "If we're ever gonna see a rainbow, we gotta stand a little rain".
Palm lost
This weeks news that PalmSource and PalmOne are once again changing their names solidified my view that Palm is completely mismanaged.
First, you have a brand, Palm, that a few years ago was top rated. i have not seen any analysis lately, but I would be surprised if it is anywhere near as valuable these days.
Second, you have this weeks release of the Life Drive. What a yawn! The LD barely generated any hype or press. Compare this to Apple, who gets tons of press even on rumors they may be making something new. Or, how about Sony with the recent release of the PSP. Palm hardly gets a mention.
One theory on big business is that you must excel in one of three area: customer service, excellent product, or business execution. PalmSource and PalmOne are good at none of these. As a former Palm evangelist, it saddens me to see how mismanaged these companies are. I have no faith that the recent moves (more change of executives, brand sale, name changes) will turn the company around.
First, you have a brand, Palm, that a few years ago was top rated. i have not seen any analysis lately, but I would be surprised if it is anywhere near as valuable these days.
Second, you have this weeks release of the Life Drive. What a yawn! The LD barely generated any hype or press. Compare this to Apple, who gets tons of press even on rumors they may be making something new. Or, how about Sony with the recent release of the PSP. Palm hardly gets a mention.
One theory on big business is that you must excel in one of three area: customer service, excellent product, or business execution. PalmSource and PalmOne are good at none of these. As a former Palm evangelist, it saddens me to see how mismanaged these companies are. I have no faith that the recent moves (more change of executives, brand sale, name changes) will turn the company around.
