This morning there was a handwritten note slid under my door at the St. Petersburg Bayfront Hilton. It was from the chief night auditor, John Darr. It read: “I see you’ve already enjoyed our Starbucks. Please have a coffee drink on the night audit staff.” There was a coupon for a free Starbucks beverage included. Obviously he’d reviewed charges from the day before and seen my room charge from the in-hotel Starbucks. I quickly took advantage of his hospitality and redeemed my coupon.
I share this little anecdote because it is more proof that you can add value to any job. I’m guessing most people wouldn’t think a night auditor was a key link in the chain of service delivery. This night auditor created the single most memorable part of my stay. Why? Because it was an unexpected and pleasant surprise.
What are you doing to add value to your customer’s experience?