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Wednesday, March 17, 2010

Mundane tasks: great opportunities to create unexpected delight.

I just finished a four-night stay at the Hilton Orlando. Overall, very good, but not spectacular. Clean rooms with modern amenities, good facilities, reasonably priced, and helpful staff - even if the concierge’s restaurant recommendations came directly out of my GPS’ index of national chains.

The remarkable thing from this stay: The bill.

Slid under my door undetected as every bill does, this one came much more elaborately than the tri-fold or single-sheet invoice. It was folded and placed inside a simple thank you card. It seems Hilton Orlando knew I was on a convention rate (good use of on-hand information to serve me better). They wanted to thank me for using the hotel and invite me to spend my own dime to stay there with my family during a 2010 holiday, offering me what I’m assuming is a modest discount to stay during a slow season for a convention-oriented property.

Every customer experience map has touchpoints that are so routine, they’re taken for granted.

“Slide invoice under door” is as mundane / routine a service task as they come.

This execution was a great reminder that by looking at all touchpoints – especially the ordinary ones – creatively, you can get much more out of them, using committed resources and processes to create an unexpected customer interaction that delights.


Adam StJohn Lawrence. said...

"Mundane" depends on the circumstances. I've stayed in hundres of hotels in Europe, as well as a few in Australia an Japan - and I never had my bill slid under the door. Here, that would be a novelty- :)

Chris Reaburn said...

You make a great point. Many service characteristics or entire service experiences don't travel well, either because they don't fit culturally or because they just "haven't caught on".

I'm amazed every time I travel abroad at the little things that service businesses in other countries do that those in America don't, and I always come back with tons of ideas for improvement of the things I see around me.

You've provided me a great idea for a (or multiple) future posts. Thanks!