I arrived at the Crowne Plaza in Reading at 19:00 on Wednesday evening.

Out came my IGH Rewards Card and I said “I’d like to check in please.”

The Front Desk Manager took my card and asked me if I had stayed at this location before?

On discovering that this was my first overnight here, he quickly reviewed the facilities with me, offered a complimentary room upgrade and the choice of a free drink voucher or extra points.

It’s a system – one I’m very used to whether visiting a member of the Holiday Inn, Hilton or Melia hotel properties.

The next morning I decided to check out before the Practice Plan Practice Management Conference began.

Approaching the front desk for only the second time in 14 hours, the Manager looked up.

Before I reached him he asked “Did you have a good night’s sleep Mr Barrow?”

He remembered my name before prompting.

In a heartbeat he became an ambassador for his brand.

In the same heartbeat, so did I.

A moment of delight has a disproportionate effect on the recipient.

The simple stuff makes the biggest difference.