Customer satisfaction

A commitment to customer satisfaction has earned Drury Inns a loyal following of customers and the attention of the Better Business Bureau.

The St. Louis-based corporation with deep roots in the Cape Girardeau area began as a limited service hotel in 1973 in Sikeston and today has more than 100 locations in 17 states.

The Better Business Bureau recently recognized the company -- and its president and chief executive officer Chuck Drury -- as its World-Class Customer Satisfaction Award winner.

The award recognizes the company's worldwide commitment to customer satisfaction. The winner of the Better Business Bureau award is evaluated by an independent panel of past award winners, which have included Anheuser-Busch, A.G. Edwards and Enterprise Rental Car.

It was Drury Inns' novel strategies that earned it the BBB honor this year.

The hotels operate under the philosophy that they don't have to offer every kind of facility or amenity in the industry, and that means savings are passed to the customers. These savings come through low rates, free hot breakfasts, free cocktails and snacks and free high-speed Internet access in every room. The hotels also offer 60 minutes of free long-distance phone service.

Because the corporation designs and builds each hotel, produces the furniture and, through a supply arm, supplies soap, towels and other small amenities, costs are easier to control. All the outlets are managed by the main office.

All these innovative ideas have helped Drury Inns keep customers satisfied and returning for vacations and business travel. The Better Business Bureau has recognize what any traveler who stayed at a Drury Inn already knew: Customers really do matter.