#510 in the Purple Goldfish Project is submitted by Frances Lewis. Frances sites our first hall of famer DoubleTree Hotels:
“The housekeeping experience was small but appreciated — my experience in asking the drivers of the morning housekeeping cart for extra coffee, towels, lotion, whatever, is that they never seem to understand the question, or want you to call housekeeping. In Madison, they quickly gave me several more coffee packets (it had been a late night!), and offered cream, cups, sugars, etc. without making me feel I had hijacked them.
My recent experience with retail and travel (except airlines) is that customer service is way improved, and that these establishments are moving beyond lip service to real training and empowerment of their staffs. Hope this holds in the recovery!”
Marketing Lagniappe Takeaway: Empower your staff to do the little extras. Treat your customers as guests in your home.
Today’s Lagniappe (a little something extra) – a very funny spot:
Lagniappe defined: A marketing lagniappe, i.e. purple goldfish, is any time a business goes above and beyond to provide a ‘little something extra’. It’s that unexpected surprise that’s thrown in for good measure.
How do you stand out in the sea of sameness? How do you win repeat customers and influence word of mouth? Are you surprising and delighting your guests? What’s Your Purple Goldfish?
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