The $30, 000 toothbrush

Mike Wagner at www.OwnYourBrand.com tells an interesting story about how a forgotten toothbrush on a business trip and subsequent brand dereliction on the part of a hotel employee could result in losses of $30,000 to the hotel.

This should serve as a simple reminder to all brand owners that often it is the little brand promises that make a huge difference. All brand owners and brand managers would be wise to instill in their organizational cultures the importance of delivering on all brand promises every time. Even the little promises.

Often, your brand is in the hands of that employee on the front line who might be having a bad day, might not care or just doesn't understand the importance of delivering on band promises.