Earlier this month, my wife and I spent four days and three nights at the Cricketwood Country Bed and Breakfast in Bend, Oregon. We enjoyed our stay immensely and learned some excellent marketing lessons.
First, Jim and Tracy, the cordial husband-and-wife Cricketwood owners, go out of their way to deliver an experience that far exceeds the competition. Unusual amenities included a choice from a vast array of made-to-order gourmet breakfast items (try the delicious German apple pancakes); unlimited free soft drinks, water, beer, and wine; access to a large library of free DVDs which can be taken to your room to watch on a great high-definition TV; a book containing personal restaurant recommendations and menus; complimentary night time cookies and ice cream treats; massage table with free oil; and full-scale fountains in the middle of some rooms (thankfully they can be turned off when you want to go to sleep). We've paid a lot more at other places and gotten much less.
Second, Jim is so enthusiastic about his business and committed to guest services that he made a video explaining the Cricketwood story. He told me that he likes to tell the story in person but sometimes it's more convenient for folks to listen to the story on their own schedule. In each room, Jim has placed a DVD featuring his account of Cricketwood's story. I planned on watching just a few minutes but I got caught up in Jim's enthusiasm and couldn't stop watching. I'll never forget the story and I'm sure that I'll pass it along to others.
Third, Jim and Tracy understand that it not enough to provide a differentiated and quality experience to get people buzzing. Rather, you have to ask for it. Throughout our stay, we heard them tell us and other guests that their business depends upon word of mouth for growth. We were specifically asked to put in a good word for Cricketwood on TripAdvisor, one of the largest and most reliable travel websites. In our room, we also found a small stack of business cards with instructions on how to submit TripAdvisor or Yahoo Travel reviews. I liked Cricketwood so much that I placed a review and a three-minute video tour of Cricketwood on TripAdvisor - it's amazing to see that 80 people have watched the video in less than a week since I posted it. It's not a Coppola film but it does highlight what makes Cricketwood unique.
Memorable amenities, excellent service, and the solicitation of reviews have earned Cricketwood the top B&B rating on TripAdvisor for Bend, Oregon and a five star rating (the highest possible) on Yahoo Travel. If you're in Bend, enjoy your stay at Cricketwood and the business inspiration you'll receive.
