Leveraging Unique Knowledge in Customer Experience and Planting the Seeds of Hospitality Hampton Inn


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This past spring I traveled to Parsippany, NJ for a client meeting. Knowing I needed to navigate NYC bridges from Connecticut, I gave myself plenty of time to get to my lunch meeting. Mainly because I believe there is no such thing as being on time. You are either early or you are late. I prefer to be the former.

Jersey-What-ExitNew Jersey residents are subjected to a well-worn joke. When they announce they’re from the Garden State, the joke-teller asks, “Which Exit?”  The main reason for pertains to the Garden State Parkway and New Jersey Turnpike literally creates an X across the state. If you are from Parsippany that exit joke is particularly perplexing. The town is a veritable crossroads at the intersections of Rt. 80, 280, 287, 46 and 202.


Back to the story. I’m over an hour early and I’m looking for a Starbucks or something like it near my client. Suddenly I spy a Hampton Inn. I’m a Hampton Inn fan so I decide to patronize their lobby.  Part of the reason I’m a fan is because of their waffles. In my former life at Synergy Events, we were privileged to help them officially launch their “purple goldfish” of free waffles. Check out this video with Guy Fieri and his son Hunter from the launch:

We fed 10,000 hungry New Yorkers that day. By comparson, Hampton Inn gives away over 300,000 waffles per day as part of their complimentary breakfast. Very cool.

Getting to the core of the story (finally)

Now I’m hanging out in the lobby, checking my e-mail and trying not to be a nuisance. Then I see it. A small little tabletop sign:

hampton inn parsippany

Saving you from squinting, here’s what it says on the card:

Planting the seeds of hospitality

More than 200 years ago, early colonial settlers in Parsippany-Troy invented apple wine – more commonly known today as hard apple cider. Colonists use the fruity brew to tenderize roasts, favor sauces, and moisten fruitcakes. Road construction crews enjoyed the drink so much they even accepted it as currency. Indeed, creating delightful experiences for others goes back a long way in the Parsippany area, and it continues today at the Hampton Inn. But instead of libations, we aim to give guests an unparalleled hotel experience. In fact, you might say it’s at the very “core” of our mission.

Sharing Unique Knowledge

Delight Your CustomersHampton did a little extra to share some local knowledge. This point is illustrated in a new book by Steve Curtin. (Related post: Seven Simple Ways to Raise Your Customer Service from Ordinary to ExtraordinaryDelight Your Customers is about doing the little things that authentically convey that you care. (See Book Video: Delight Your Customers) Steve outlines seven ways to transform ordinary service to extraordinary. The third way is to Share Unique Knowledge.

Goldfish Takeaway: Sharing unique knowledge like Hampton did enhances the Customer Experience. Steve dedicates an entire chapter of his book on the different ways and the main benefits of doing so. He challenges businesses to think of ways to share unique knowledge about their building, their neighborhood, their staff and their products.

Today’s Lagniappe (a little something extra thrown in for good measure) – How about this for sharing some unique knowledge? I’ve always wanted to go to Mauritius:

Purple Goldfish #664 comes from a blogpost by Ron Kaufman at‘ Up Your Service’:

la pirogueA waiter at La Pirogue Resort in Mauritius comes to work each day with a thermometer in his pocket. On the way to the restaurant he takes the temperature of the ocean water and the swimming pool. As he pours coffee and clears plates during breakfast, he joyfully tells guests exactly how warm and enjoyable their swimming will be that day. What a great way to improve customer satisfaction!

Republished with author's permission from original post.

Stan Phelps
Stan Phelps is the Chief Measurement Officer at 9 INCH marketing. 9 INCH helps organizations develop custom solutions around both customer and employee experience. Stan believes the 'longest and hardest nine inches' in marketing is the distance between the brain and the heart of your customer. He is the author of Purple Goldfish, Green Goldfish and Golden Goldfish.


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