by Ken Vincent, Featured Contributor
AT&T ASKS that of some kids in their recent TV commercials. Of course in their case the point is that a bigger network with broader coverage is better—”It isn’t complicated”.
But what about other businesses?
Is a bigger airplane better. Do you feel safer, or do you feel like a bovine in a cattle car?
Is a bigger retail outlet better than a company store or neighborhood shop? More brands, more options, more sales discounts? Better or worse service? Do you prefer being recognized in a neighborhood store that you frequent?
Is a big hotel better than a small one? The big hotel has more F&B outlets, banquet and exhibit space, maybe a spa and business center. Do you prefer that or a more cozy environment of a B&B, the road side convenience of a limited service, or a boutique type property?
Of course the answer will depend on why you are there. On a road trip the limited service hotel may serve very well. If on a golf weekend then a golf resort is a probable choice over a resort with multiple pools, a stable, and a beach. If attending a convention or a business meeting then the large headquarters hotel will likely be preferred.
Lets cut out the high priced 10% of hotels where guest expectations are maximum. Then cut out the lowest 10% where the facilities and service are sub-standard.
Which of the the remaining 80% of hostelries do you think generally provide the best overall service. Does service tend to be more personalized and consistent in smaller properties? Do the larger hotels seem cold and uncaring with the staff going through the required motions with little regard for your preferences?
In a B&B you are likely to have breakfast or a cocktail with the owners. You are not likely to meet the owners, or even a management person in a large hotel. Is that relevant to you? Do you think that impacts service?
We have grown up in a culture where the concept of bigger is better. Bigger salary and job title, bigger house, bigger car, bigger circle of friends, etc.
But is bigger always better?