maximum potential

these are the thought starters, insights, and inspiration to get you, and the brands you manage, to reach your maximum potential

sometimes it’s just the little things

today i checked into the holiday inn express in millington, tn (i know, get excited).  given that we now have the navy contract i decided that i should make sure that i was a part of whatever loyalty program the hotel had in place.  after some quick searching, we discovered that i was fortunate enough to already be a member of their ‘priority club.’

 all of a sudden, the universe shifted and the  incredibly nice check-in lady reached down beneath her and pulled out a brown paper sack (reminiscent of the the one that replaced your g.i. joe lunch box ).  in the matter of seconds, i went from a random guest (who was given wonderful customer service) to a ‘priority club’ member with a brown paper bag.  inside of the bag was the following contents: a bottle of water, several tootsie roll candies, and a cookie.  

although the bag did not cost hundreds, or even tens, of dollars, i sincerely impressed. i’m not sure if it was that i liked the idea that they found a way to treat different customers differently.  or the fact that  while other companies are charging $6 for a bottle of water the holiday inn express in tennessee (who only has 13 guests tonight) was giving it away for free to valued customers.  or perhaps it was because i really like chocolate chip cookies.  at the end of the day, it probably has something to do with all of the above but it all comes down to one thing, i just appreciated the effort they made to let me know that my relationship with them mattered.  

the reality of it is, sometimes it’s just the little things that let a customer know that you think they are special, or that you value the hardwork and effort of your employee, or that you are proud of your baby girl pushing her limits and trying new things, or that you sincerely appreciate the love and support your partner has managed to show you daily despite your mess.  although often overlooked, sometimes, it’s just the little things that are able to move the needle.  

from here on out, with i come to tennessee, you can assume i’ll be staying at the holiday inn express.

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