Small kindnesses create customer loyalty

DSCN0506 (1)While staying at the Borei Ankor Resort in Siem Reap, Cambodia, I enjoyed getting to know the staff. Many of them stood out as having exemplary guest service skills. Sometimes it was those without fancy titles who made my stay most memorable.

While ordering a drink at the bar I couldn’t help but notice the beautiful lilies the bartender was arranging for the hors d’oeuvre table. I said, “I love how those lilies smell.” He smiled and said, “Would you like some for your room?” Of course I said yes!

His gesture brought me joy every day as I looked at and smelled the small bouquet of lilies adorning my room. It cost the hotel nothing as these flowers had been from a wedding in their ballroom earlier that day. Yet his thoughtfulness created a warm feeling of loyalty for me and this beautiful resort.

What can your people offer that doesn’t cost you a thing, but creates loyalty in your customers?