Tell customers about “the little things”


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Imagine walking into a hotel room that looks updated and smells fresh and clean. Who doesn’t like that? It’s a rare thing, but that was my experience at the Hampton Inn in Daly City, California. I’d say it was recently renovated, but they had “little touches” that I want to tell you about.

Message for customersYou see this little sticky note? It was on the headboard of the bed. It made me smile. Sure, I love sticky notes, but I LOVE this idea. This sticky note tells customers the “little thing” Hampton Inn did to make sure the room was fresh and clean.

Also, the not so “little thing” of good service was evident at this hotel too. The front desk treated me like a valued guest. For example, they were very friendly, offered to call and schedule a taxi service for me and wanted to know if I needed other help.

Ask yourself: how you can tell your customers about the little things you do to make sure they have a good experience? What do you do to make sure their purchase goes well? To make sure it’s accurate? To make sure it arrives in perfect condition? To make sure it won’t fail? What can you tell them and how can you tell them? This hotel was creative in putting a sticky note in the room right where I’d see it (vs. putting messages on the website or other marketing materials in the room for example).

Consider this key question regardless of your business type or industry – including those in business to business (B2B) companies. Making customers smile can earn you positive word of mouth (like this blog) and have a bottom line impact. Quite simply, I would love to return this hotel next time I’m in San Francisco.

Republished with author's permission from original post.

Kim Proctor
Kim has a passion for improving the customer experience and loves the online space. Having spent most of her career on the web, Kim is a consultant that knows how to grow web traffic, leverage social media and grow deeper customer relationships. She has consulted for a wide range of companies from small business to the Fortune 500. For more info, see


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