"Small things make perfection but perfection is not a small thing".
The magic behind every
outstanding performance, exceptional meal, and a fine piece of furniture,
jewelry or clothing is always found in the small details. Customer loyalty is
built on the small; seemingly insignificant details repeated perfectly everyday
to create an unforgettable excellent experience.
The Myers family picked
our hotel this past weekend to have their B’Nai Mitzvah gathering. Family and
friends from all over the United
States
B’Nai Mitzvah is the Bar-Mitzvah
and Bat-Mitzvah happening together on the same day. Bar Mitzvah occurs when a
Jewish boy becomes 13 years of age and it symbolizes a rite of passage from
being considered unable to properly understand the Torah (Jewish Bible) to
being considered old enough to begin to understand. Bat Mitzvah occurs to a
Jewish girl at the age of 12. The boys and girls alike
are to be treated more like adults. Reaching
the age of bar/bat mitzvah signifies becoming a full-fledged member of the
Jewish community with the responsibilities that come with it. These include
moral responsibility for own actions, eligibility to be called to read from the
Torah.
I had the pleasure meeting
the parents of Jack and Jessica Myers on Friday as they were a little nervous
preparing to host their big family for this special event in Jack and Jessica’s
life. They wanted everything to perfection. Every little detail would make an
impact on their family from the moment they arrive to the last guest departure.
We ensured the Welcome
bags are ready for every check in with the family-a nice Welcome Texas treat
with the weekend itinerary for each guest. It sure made everyone feels very
welcome with little Texas
The next day, it was
another great opportunity to connect with the rest of the family. People flew in for the weekend and we wanted
to make them feel right at home. Our team had a chance to engage with friends
and family by getting to know everyone and giving a little bit of our warm
southern hospitality.
During the day, most of
the time was in the synagogue for the Bnai Mitzvah services as the boy is
called up to read from the weekly portion of the Law (five books of Moses). He
may also give a d'var Torah (a discussion of some Torah issue, such as a
discussion of that week's Torah portion) and/or lead part or all of the prayer
services.
Later in the evening, the
parents had tried to use our computer in the hospitality suite, but
unfortunately we had a technical issue with the computer and they needed to
print a list of attendees for their gathering at local restaurant for almost
200 people. They needed to thank everyone who came for the event and celebrate
their children Bnai Mitzvah. I suggested our business center to help the
parents but yahoo email seem to take a long time so I needed to act quickly
with a better solution. I offered my computer to have them just get into their
Yahoo email to print their list. Within couple of minutes “mission” was
accomplished to their satisfaction. Just in time!
These small moments of
truth with our customers may seem unimportant at times but they add up to a
memorable experience. If we didn’t take care of those small details, the
customers have enough reasons not to come back. We have to start with the end
in mind. How can we create the experiences that customers would come back in
the future?
- Every moment counts-Make it memorable by being
personable. Engage with the customer to find out more about them.
- Pay attention to what matters most to them.
What is on their agenda?
- Follow up with the solutions as they will
appreciate your efforts.
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