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.