Happy Labor Day!
🎤 My book, From Foster Care to Millionaire is now available on Audible here! I have 25 promo codes to give away, so I’m giving them away to the first 25 people who fill out this form here!
Los Angeles has some of the top-rated hotels in the world, and yet one of those top-rated hotels is average in almost every sense of the word. In Dan Heath’s book, The Power of Moments
, he describes this hotel that looks like an apartment complex from the 50’s, with hotel rooms that are totally average and a waiting area that looks like one from an auto shop.
Yet the crazy thing about this hotel is that it’s been consistently ranked as one of the top 10 hotels in Los Angeles according to Trip Advisor. That’s because the folks at Magic Castle
have figured out the power of moments. By the very average-looking pool, there’s a bright red phone with a sign above it that says, “Popsicle Hotline.” And if you pick up the phone, somebody answers and says, “Popsicle Hotline! We’ll be right out.” And somebody comes out minutes later wearing a suit, carrying a silver tray loaded with grape and cherry and orange popsicles. They present them to you wearing white gloves, like an English butler, all for free.
What we remember are not the average or mundane parts of our trips. Two years later you’re not going to remember, “Oh, the bed was average,” or, “Oh, the lobby was average.” Two years later, you’re going to remember, “Hey, you’re not going to believe this, but there was a phone by the pool where you could order freakin popsicles!
Most of the time, when we’re doing our jobs or building a company, we’re so focused on fixing the problems, that we forget about the power of moments that violate our expectations, but in a good way. Recently, I helped my company to setup automated, handwritten postcards that get sent out to new and potential customers. It didn’t take a lot of effort to setup, and creates a “wow” moment, because how often do you get something in the mail from one of the online, virtual companies you work with? Chances are, unless it’s an invoice, you simply don’t.
Another example used to be in Slack, where clicking a “Surprise me!
” checkbox would in-fact, yield a surprise.
As humans, we often forget the details but we rarely forget how we felt during an experience or interaction, so keep that in mind the next time you talk with your product development team, your support or management team and question what are ways you can do to create more positive experiences with your customers.
🍺 to a great week ahead!