Customer Experience Volcanic Moment of Truth Part 4 – The Power of Smile


Share on LinkedIn

This is going to be a positive one. In the sea of chaos and helplessness that we are all facing, I would like to command the hotel staff It is the Montcalm London ( . They make an effort every day to remember my name and approach me proactively to check how am I doing. There is very little that they can do to make me get home faster. But there are plenty of opportunities for them to make me feel at home at their hotel. Even the lady who cleans my room makes sure to put an authentic smile on her face when she sees me. And believe me I know the difference between an authentic one and a fake one. Too much travel will make you an expert on it.
My other favorite? They did not wait for my customer survey at the end of the stay. A person stop by at my room to check on my satisfaction with the room! This way they have the opportunity to correct things.
Prior to me moving to the Montcalm, I stayed at another hotel, the treatment was totally different. I learned not to take for granted these small gestures. They simply get it right. It’s the small details that make all the difference. And it does not cost money. This is the attitude part of the experience. You can’t pay your employees to do it and it is priceless to the guests. Thank you to all the staff at Montcalm, London
Lesson – Make it personal, show caring smile sincerely. Make your customer loved through basic human gesture. Check on customer satisfaction while they are there not after.

Lior Arussy
One of the world’s authorities on customer experience, customer centricity, and transformation, Lior Arussy delivers results. His strategic framework converts organizations from product- to customer-centricity. It is drawn from his work with some of the world’s leading brands: Mercedes-Benz, Royal Caribbean, Delta Air Lines, MasterCard, Novo Nordisk, Walmart and more.Arussy is also the author of seven books, including Next Is Now (May 2018)


  1. When a company offers the personal touch that you are highlighting then it’s not only good for the customer but improves staff morale. The working day passes quicker and easier if you genuinely try to please with extra pleasantries.


Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here