Sometimes the way you create distinction is delivering something totally unexpected to the customer.
In the largest article on Christmas Day 2006 in USA Today, the challenge that Ritz Carlton faces was extensively featured. (I was quoted in the article as well!) They have started to recognize that they must create moments that are spontaneous to create momentum with customers!
Sitting here at the Hyatt Regency Maui this morning, I notice next to me are…ready for this?…PENGUINS! It’s all part of the scene here at this spectacular property!
Now, note that they’ve spent millions on real estate, the building, the sculptures, the beach and more. I’m sitting here writing to you about…PENGUINS!
Customers LOVE the unexpected! Maybe that comes from birds at hotels — even the ducks at the Peabody in Memphis and Orlando — maybe (probably!) it comes from something else entirely!
My question is…what have you done for a customer lately that they don’t expect?
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