They say it’s the little things that matter. We’re staying at a Kimpton hotel in NYC and they get it. Yesterday, at the front desk, I noticed Hanukkah cookies in the shape of a Menorah. The weather was cold and rainy and as we left for dinner, we were given an umbrella by the hotel to take with us. When we returned late in the evening, the sign in the front lobby had been changed to welcome our dog, Oreo.
In reality, yesterday was one of the busiest travel days of the year. The weather was messy and the hotel lobby was flooded with travelers checking in. The hotel had plenty of other “priority” tasks at hand like preparing rooms and getting guests settled in. But they get it. Good is not memorable, it’s just expected. Because they went the distance with the little details, they’ve created a remarkable experience and set themselves apart.
As Tom Ray of Jim Doyle and Associates says, “there’s not a lot of traffic on the extra mile.” It’s the little things that make the difference– the little, unique details. What extra efforts could you focus on that would make someone else’s life a bit sweeter?
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