What a whirlwind I’ve been on lately! Presentations in the past few days in Chicago, Toronto, Orlando, St. Petersburg, Mt. Pleasant (in Michigan), Marco Island…then flying yesterday from Fort Myers, Florida to Buffalo, New York!
Landing in Buffalo last night, I was taken to the hotel that the group I am speaking to arranged for me. Usually, I’m staying someplace like a Marriott, but last evening my schedule called for a place called “The Mansion on Delaware Avenue.”
It is obviously a beautiful and stately old home, I realized as we pulled up to the front entrance. However, I had no idea the wonderful surprise that awaited. Not only was the greeting and service absolutely perfect, I was escorted to my room to find that — are you ready for this?? — there were business cards and letterhead with MY NAME on them in the room!
Very humbly, the “butler” (they don’t call them “desk clerks” or “bell captains” here!) explained that many of their guests stay longer than the one night and would be “in house.” Therefore, this allows them to use “The Mansion” as more than a hotel — it is their “home away from home.”
If you’ve read or heard me talk about the difference between “customer service” and the “customer experience”, you already know that the “experience” at Level Three of your client interactions makes your connections: 1) PERSONAL; and, 2) EMOTIONAL.
Seeing your own name on business cards and letterhead certainly makes this experience one that is personal! And, Benjamin Franklin once said, “The sweetest sound in any language is a man’s own name.” Well, in today’s fast-paced, crazy world, I would suggest one of the sweetest treats in a hotel room is something that is SO personalized it creates the emotional connection that I now feel with this property! It makes me feel that I’m so important to them, they put MY name on THEIR letterhead!
What could YOU be doing — with really nothing more than your computer and a laser printer! — to make YOUR customers feel that doing business with you is PERSONAL and EMOTIONAL!
That is what creates the “ULTIMATE CUSTOMER EXPERIENCE!”
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