The Simple Stuff

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.


Published by

Chris Barrow

Chris Barrow has been active as a consultant, trainer and coach to the UK dental profession for over 20 years. As a writer, his blog enjoys a strong following and he is a regular contributor to the dental press. Naturally direct, assertive and determined, he has the ability to reach conclusions quickly, as well as the sharp reflexes and lightness of touch to innovate, change tack and push boundaries. In 2014 he appeared as a “castaway” in the first season of the popular reality TV show “The Island with Bear Grylls”. His main professional focus is as Coach Barrow, providing coaching and mentorship to independent dentistry.