It’s on the Extra Mile

Selling Radio with Pat BrysonWhen I fly out from Calgary early in the morning, I sometimes stay at the Delta Airport Hotel.

It’s 2 minutes from my gate, so I may roll out of bed and head home without fuss and muss. In the last few months, I’ve been a guest of the Delta Hotel 3 or 4 times. I’m not sure that qualifies me as a “regular”.


On my last stay, when I arrived in my hotel room, the above plate of goodies greeted me along with a note:

Thanks for again choosing us for your stay. We appreciate your business and wish to make your stay as pleasant as possible. Enjoy the treats!”

I felt like the most valued customer ever!  And all for a few goodies.

Will I remember this?  Obviously.  It made my newsletter.

I stay in many hotels in many locales. Some hotels see me many nights a year and no one ever even remembers my name. The simple act of kindness from the Delta imprints a positive image of the hotel, its staff and its service into my brain. It makes me want to do business with them again.

Small ventures onto the “extra mile” can reap great benefits in word-of-mouth.

What have you done lately to make your clients feel special?


About The Author 

Pat Bryson is the founder of Bryson Broadcasting International, a consulting firm that works with radio stations around the world to increase revenue by raising the skill level of their sales staffs. Her client list spans from the United States to Canada, Europe and Central Asia.

Pat has spent her entire career creating a culture of over-achievement for her stations. She began her career in radio sales, becoming one of the highest billing sales people in her market. Her career advanced to General Sales Manager, and then to Market Manager. Since starting BBI 7 years ago, she has helped hundreds of radio stations to find, train and grow great quality sales people and managers.

Pat was the recipient of two prestigious educational fellowships from the Educational Foundation of the National Association of Broadcasters: a fellowship to the Executive Development Program and a fellowship to the Broadcast Leadership Training Program.

She publishes the Bryson Broadcasting International Newsletter twice monthly and is a contributor to Valerie Geller’s latest book, Beyond Powerful Radio: A Communicator’s Guide To The Internet Age.

You may contact Pat at [email protected] or visit her website at