Stop Marketing.

Start Engaging.

The Three Billion Dollar Cleaning Man

Wes is the three billion dollar man to me. But I’m getting ahead of myself…

It’s no secret I “enjoy” Las Vegas. After going there 14 times in the past four years I consider myself an unofficial tour guide and resident of Sin City.

A place you can’t miss on the strip is the Wynn. Very fancy, very pretty and very expensive. Since the place cost 2.7 billion dollars to build, I assume selling 99 cent hot dogs isn’t gonna make that money back.

I really didn’t care about the Wynn. Not in a negative way, it just wasn’t on my radar. After getting comfortable staying at MGM, Venetian, etc, I didn’t really see a need to change, until last Saturday.

I had a meeting at Wynn during the BlogWorld conference, and strolled in through the majestic doors with a friend of mine. As soon as we walked in we spotted a man (Wes) using a large carpet cleaning machine. Since he wasn’t in our way, we really thought nothing of it, but he thought differently.

He stopped what he was doing. Looked up…… and smiled. Not one of those “it’s part of my job to smile” ones, but a genuine, warm, authentic smile.

And then he said “Good afternoon, and welcome to the Wynn, please enjoy your day” all the while looking us right in the eye, like it was his mission to ensure we knew he meant business.

And that alone changed my entire perception of the Wynn. Almost 3 billion big ones went into making this mega casino resort, and it was one guy that made me want to stay there. Made me want to tweet about it. Made me want to blog about it. The carpet cleaning dude. I have passed hundreds of people cleaning in casino’s in Vegas, I’ve rarely been given eye contact, and not once felt welcome.

As a matter of fact… I have never, ever been greeted like that by anyone in Vegas.

It’s wonderful and sad at the same time. That this gentleman making us feel welcome at his place of employment was not only exceptional, it was extremely rare.

Casino’s (and probably most of you in business) all have the same “stuff” for the most part. The 5-star resorts all have fancy smells, spa’s, and pretty patterns. But only one resort has Wes.

Marketing is not a task.

Marketing is not a department.

Marketing is not a job.

Marketing happens everytime you engage (or not) with your past/present/potential customers.

(Thanks Wes, and yes, I did enjoy my day, and will even more when I stay at the Wynn, because of you)

Any place in Vegas that really impressed you with their engagement? Can one person really change your opinion of a company? Let me know in the comments below.

  • I was saying that 1 or 2 words make a difference. This guy did it before he said a word.

  • tlyons

    I have to completely agree. We have a restaurant in town, or more accurately had a restaurant in town. The service was poor, and we had been there twice with the same results. We had practically given up on the place, but decided to go back one more time.

    This time we received a fantastic waiter. He was friendly, fun and made the dinner really enjoyable. It changed our perception of the restaurant, in that one visit, because of him and him alone.

    The next time we came, we received the regular non stellar performance we had experienced in the past. Well, as I stated the restaurant is gone now. No surprise!

  • lynnsanders

    Wow, Scott! What a wonderful experience. Thanks for sharing your story about meeting Wes, and the impact it had on you. People can benefit from being reminded what marketing really is… building relationships. You've got it down so well.

  • Zubair

    I am sorry I does not check the blog. Please tell me what I can do. Where i can go to sign in

  • Thank you for posting this blog! I work at the Wynn Las Vegas as a cocktail server in the Parasol Lounge. What is ironic about what you wrote is that EVERY single one of my customers tells me the same thing. It is incredibly rare to work in an environment where every one you cross is genuinely happy. I feel blessed to work there and do hope you continue as one of our customers. Genuine smiles are what you will receive…..something that is rare in Las Vegas.

  • Judy

    “I have never, ever been greeted like that by anyone in Vegas” You would of if
    #1 you were to meet me.
    #2 get off the strip. Have you gone off the strip to the other casinos ?

    People out here are not like that. I have been greeted by plently like the cleaning man. It is sad that you do not see this part of Vegas 🙂

  • eliz

    Pretty much anything with Vegas in the title gets my attention and wish I could compete with your 14 in 4 years but, when I need to add 14hours travel time, I think I am doing ok with 5 in 7years. The last visit we stayed at TI and the Venetian and we were pleasantly surprised with the friendly service. Jet lag had us up at weird hours and one memorable morning we explored the Wynn. Just us, the cleaners and the people replacing the fading flowers. What an operation!!

  • Sarah Runckel

    It's true. There is a cost to making genuine connections with customers, or genuine service to customers, a priority. If the management of a company realizes this and is deliberate about accounting for it as an “investment,” as you say, then this genuine service, these real connections, can be realized. Without being deliberate about taking the “productivity cost” into account, however, companies can unknowingly say one thing and yet, in the day to day grind, require another. As ypadgett wrote above, employees will truly only feel free to sacrifice a little productivity for the sake of connections with customers if they feel supported by management in doing so. Corporations sometimes need to realize as well that more important than whether I make that purchase today is whether I will feel valued and comfortable enough to come back next week to make a purchase. In that way as well, sometimes the small picture needs to give way to the larger. A sales rep can push for the sale today, but the customer might resent it, even if they give in and make the purchase that day. Give up today's sale for the sake of making the customer *themselves* (not their pocketbook) feel respected and valued and important, however, (and mean it), and the employee may just have made a purchasing customer for life. Yes, these things must be a deliberate investment.

  • I'm a cab driver here in Vegas. Steve Wynn offered all drivers an opportunity to stay for free for a night at the Wynn when it opened and at the Encore last year. His staff always treats us with respect, not something that I can say for most other hotels.

  • Robert & Bonnie Koll

    Dear Marketing Coordinator:

    We too also had the opportunity to experience the Wynn and meet the “Three BillonDollar Cleaning
    Man named Wes”. He also changed our perspective of what a “Grand Hotel” should be.
    As they say looks are deceiving. It was refreshing to meet someone that geninuely made you feel
    welcomed. He took the time out to converse with us as if we knew him all our life. He truly is
    Mr. Las Vegas.

  • vancouvercarpetcleaning

    I'm happy I found this blog, I couldnt discover any info on this subject matter prior to. I also run a site and if you want to ever serious in a little bit of guest writing for me if possible feel free to let me know, i'm always look for people to check out my site. Please stop by and leave a comment sometime!

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  • Anonymous

    For BlogWorld this last weekend, I stayed across the street at the Courtyard Marriott. While the service was in no way rude, it was also in no way memorable. I would’ve rather dealt with the extra travel time and expense to stay on the strip and feel truly appreciated. nnVancouver Carpet Cleaning

  • lucybecker

    For BlogWorld this last weekend, I stayed across the street at the Courtyard Marriott. While the service was in no way rude, it was also in no way memorable. I would've rather dealt with the extra travel time and expense to stay on the strip and feel truly appreciated.

    Vancouver Carpet Cleaning

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