On checking out of a hotel overseas at 4:30am a couple of weeks ago they gave me this breakfast to go package: yogurt, a croissant, a fruit danish, butter, jam, a bottle of water and an apple. I had a long drive to the airport and the food was a welcome start to the day.
The hotel did not need to provide breakfast, there was no commitment they would. It was a complete surprise. A delightful and delicious surprise.
Here it is a couple of weeks later and it’s memorable to me.
It’s hard for large hotels to provide genuinely personal service. This hotel has 500 rooms. They were at 100% occupancy during my stay yet them had processes in place to know that I was leaving early and would have a bit of a drive ahead and could therefore use a breakfast to go. They provided a service as personal and appreciated as I’d expect from a tiny boutique hotel or a B&B.
How can we do this in our newsagencies? – have systems and processes in place to help us consistently provide extra services that delight our customers. Such memorable service is key to business growth now more than ever.