PaRa ReFlEtIr!
Autor: Washington Teles | Publicado: 2011-11-03T07:21:00-07:00

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Coisas
simples da vida

Um homem estava dirigindo há
horas e, cansado da estrada, resolveu procurar um hotel ou uma pousada para
descansar. Em poucos minutos, avistou um letreiro luminoso de um hotel.

Quando chegou à recepção, o hall
do hotel estava iluminado com luz suave. Atrás do balcão, uma moça de rosto
alegre o saudou amavelmente: "Bem-vindo!" Três minutos após essa
saudação, o hóspede já se encontrava confortavelmente instalado no seu quarto e
impressionado com os procedimentos: tudo muito rápido e prático.

No quarto, uma discreta
opulência: uma cama, impecavelmente limpa, uma lareira, um fósforo apropriado
em posição perfeitamente alinhada sobre a lareira, para ser riscado. Era
demais! Aquele homem que queria um quarto apenas para passar a noite começou a
pensar que estava com sorte.

Mudou de roupa para o jantar (a
moça da recepção fizera o pedido no momento do registro). A refeição foi tão
deliciosa, como tudo o que tinha experimentado, naquele local, até então.
Assinou a conta e retornou para quarto. Fazia frio e ele estava ansioso pelo
fogo da lareira. Qual não foi a sua surpresa! Alguém havia se antecipado a ele,
pois havia um lindo fogo crepitante na lareira. A cama estava preparada, os
travesseiros arrumados e uma bala de menta sobre cada um... Que noite agradável
aquela!

Na manhã seguinte, o hóspede
acordou com um estranho borbulhar, vindo do banheiro. Saiu da cama para
investigar. Simplesmente uma cafeteira ligada por um timer automático, estava
preparando o seu café e, junto um cartão que dizia: "Sua marca predileta
de café. Bom apetite!" Era mesmo! Como eles podiam saber desse detalhe? De
repente, lembrou-se: no jantar perguntaram qual a sua marca preferida de café.

Em seguida, ele ouve um leve
toque na porta. Ao abrir, havia um jornal. "Mas, como pode?! É o meu
jornal! Como eles adivinharam?" Mais uma vez, lembrou-se de quando se
registrou: a recepcionista havia perguntado qual jornal ele preferia. O cliente
deixou o hotel encantando. Feliz pela sorte de ter ficado num lugar tão
acolhedor.

Mas, o que esse hotel fizera
mesmo de especial? Apenas ofereceram um fósforo, uma bala de menta, uma xícara
de café e um jornal. Nunca se falou tanto na relação empresa-cliente como nos
dias de hoje. Milhões são gastos em planos mirabolantes de marketing e, no entanto,
o cliente está cada vez mais insatisfeito mais desconfiado. Mudamos o layout
das lojas, pintamos as prateleiras, trocamos as embalagens, mas esquecemo-nos
das pessoas. O valor das pequenas coisas conta e muito.