Customer Delight, Disappointment And Devotion Explained By A Hotel Concierge And Nicolas Cage!


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When a hotel guest staying at the Hotel Indigo in San Antonio got a text from the concierge telling her that if she needed anything, all she had to was ask. ‘For a laugh’, she texted back asking for a picture of Nicolas Cage!

Hotel Indigo 1

The concierge responded with a message that said “It would be a pleasure to assist you”. Thinking it was an ‘automated response’, she thought nothing of it and went about her day.

Imagine her surprise when she got back to her room to find this:

Hotel Indigo Nic Cage

That’s ‘customer delight’! Surprising the customer with the level of response. She texted her thanks and got this…

Hotel Indigo nic cage

Like most ‘Delighted’ Customers she told others and rated them on all sorts of travel websites. She also made another request….

Hotel Indigo 4

Unfortunately nothing arrived -she was ‘Disappointed’….

Hotel Indigo 6

Like all good customer focused businesses, they responded and ‘Dealt With The Disappointment’ and said they’d sort it…. Like many ‘Delighted’ Customers, she now had increased expectations and put in another request:

Hotel Indigo 8

And guess what… they ‘delivered’!

Hotel Indigo 7

She did put in another request (expectations very high now)….

Hotel Indigo 8

And they ‘delivered’ again….

Hotel Indigo 9

We’re now talking about a ‘Devoted Customer’ – ‘High Expectations’ and a ‘Great Experience’ – The challenge is to build on this and try and ‘Delight’ them again! But how?

An unrequested picture and  sign hidden on the back of the door!

Hotel Indigo 10

If you want to learn more about Creating Delighted And Devoted Customers in your business, sign up for our FREE online e-learning training programme!

Republished with author's permission from original post.

Andy Hanselman
Hi there! I help businesses and their people create competitive advantage by 'Thinking in 3D'! That means being 'Dramatically and Demonstrably Different'! I research, speak about, write about and work with businesses to help them maximise their sales and marketing, their customer service and their customer relationships.


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