I read a LinkedIn post about the importance of the little things in hospitality. Things like the quality of the toilet paper, placement of outlets, an AC unit that could light up a stadium at night…
You know, all the things that don’t photograph but make a huge difference in guest experience, feeling, and memory.
I also argue that the little things must extend to BEFORE guests ever arrive. Their experience with your property starts the moment they say “yes” to you by booking.
Brands can cultivate the experience from that moment with email nurture sequences, travel and logistic suggestions or help, actual snail mail materials sent to their home that welcomes them before they ever set foot out their door.
Unfortunately, many–MOST–brands never do this. What a missed opportunity. Instead of deciding to be a beacon in a sea a sameness, they sink below the surface, becoming just another place on the map.
But it doesn’t have to be that way. Every brand can decide to make their customers feel like the most important person in the world. And when they do, they create that ever-elusive brand loyalty so many wellness properties are chasing.
