This week's focus point -

Last week, I was in Las Vegas for a continuing education conference held at the Flamingo Hotel. As I was checking out, I was really pleased to see that they had multiple monitors and printers stationed around the lobby area to print out boarding passes for those flying out. My pleasure soon changed to displeasure  when I saw that cost to use this "service" was $6.95 for Internet service and 50 cents a page. Hmm. The guy next to me was not a happy camper, either. I won't repeat his comments.

Now, I understand that $7.45 isn't a lot of money, but it just doesn't come across as great service. Most hotels offer a free business center including complimentary Internet access and printer. I would rather have had them just charge me $8 a night more and give me the service free! This is indicative of an age where consumers get the perception of being nickel-and-dimed to death - charging for Internet, bags on the plane, and water in the hotel room. Southwest is on the right track with their "Bags Fly Free" campaign.

How can you differentiate yourself in your business? What service can you provide at no extra cost? When you are perceived at being customer/client friendly, you will find that you get more customers and clients.

This week's quote -"Tough times never last; tough people always do."
- I've heard this many times over the years but the first one was by former NFL player Mike Utley after he was paralyzed in a game. I believe legendary Pacific Lutheran University coach Frosty Westering is also credited with saying it. Regardless, I like it!

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