The Fairmont Royal York takes caring to the next level by turning moments into memories


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#1,005 in the Purple Goldfish Project comes from a note from Judith Samuels:

fairmont royal yorkIt’s Judi (@chieflemonhead). Thank you so much for allowing me the opportunity to send you one of our Purple Goldfish stories. I’ve only just begun my journey with the Fairmont Hotels & Resorts and what has struck me early is just how engrained in the culture “caring” is. In fact, all Fairmont employees must take service promise training which is so simple and natural that it is a part of the fabric of each of us (one of the reasons I was so excited to join this company).

As an example, here is a story of something we did – out of the blue – for one of our longer term guests:

BBQing beyond the call of duty:

During his 3-week stay with us at the Fairmont Royal York, Mr. Charles B. – one of our returning Australian guests – mentioned that he was longing for a good “down home BBQ dinner”. He was eager to dine in the wonderful summer weather we were having in Toronto. Our Concierge decided to work with Charles to create a BBQ menu he would enjoy. We worked from our Fairmont Gold lounge and sent the information to our Sous Chef. Our Concierge and Sous Chef took our guest on an excursion to the nearby St. Lawrence Market to physically shop for the ingredients required.

Meanwhile, our In-Room Dining team was asked to jump in! The team brought a picnic table, gazebo and an assortment of torches to our rooftop patio.

The team’s coordination and natural desire to deliver exceptional service and experience ensured a terrific rooftop BBQ for our guest… but that was not all: various wines from different regions of the world were also selected to accompany the menu.

Being empowered to turn moments into memories, the Fairmont Royal York team delivered an experience that Mr. Charles B would not soon forget; and more importantly, relationships were forged.


Stan – I know this isn’t a single “purple goldfish” that is consistently delivered to all our guests. But what is delivered to all our guests is a clear desire to serve and turn moments into memories. The Fairmont teams, across the world, are empowered to make decisions with each unique guest we host in order to ensure that we are delivering on the Fairmont promise. This story is just one example, but I could share more than a dozen that I’ve heard of since I started only 3 weeks ago. And now, I am a part of it!

Marketing Lagniappe Takeaway – This type of goldfish is more of a golden goldfish. The extras you provide for the top 20% of your customers. The takeaway here is the intent to provide all guests with special moments. Empowering employees with the discretion and latitude to turn ‘moments in memories’.

Today’s Lagniappe (a little something extra for good measure) – Fun story of two Toronto teens who sent a man into space and have the pictures to prove it.

How do you stand out in the sea of sameness? Are you turning moments into memories like the Fairmont Royal York? How do you win repeat customers and influence word of mouth? Are you Giving Little Unexpected Extras?

What’s Your GLUE? What’s Your Purple Goldfish?

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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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