Last week, I was asked to photograph a number of items for Wedding Style Magazine. Grace Ormonde (editor-in-chief) was very kind to put me up at two ridiculously awesome hotels – Montage Beverly Hills and Beverly Hills Hotel.
I’ve had my share of awesome [and bad] hotels, but these two stood out in interesting ways. When it comes to five-star hotels, we already know that it’s all about service. No surprise there.
As an example, there are no ice vending machines like at Hilton or Holiday Inn. You have to ring them for it. Granted ice did magically arrive each afternoon, my ghetto roots found that bizarre. Should I phone them to iron my socks? Oh wait, there’s an app service for that too.
Peak-End Rule
When I got home, my friends asked about my trip. I scarcely remembered any of the amazing amenities and outstanding services because both of the hotels were quite comparable. Nothing stood out … It was like comparing apples to apples.
What I did remember were two very insignificant things. And these were the highlights of my trip.
Montage Beverly Hills
When the valet pulled up my car, I thought the attendant left his cap on my dashboard.
His response was, “We recall that you have a photo shoot. It’s hot outside, so we thought a cap and bottles of iced water would help.” Wow. I don’t wear caps and I like my water at room temperature, but nevertheless, thank you, sir.
Beverly Hills Hotel
This hotel had a leg up since I got to see celebrities every night. However, the real lasting impression were the little plates of delicious cookies that they left at turndown service — not the making of my bed, closing of curtains, restocking of ice … just cookies.
Some places give pieces of chocolate or mints, but this place had freshly baked themed cookies (e.g., citrus theme, nut theme).
This brings me to the peak-end rule.
According to the peak-end rule, we judge our experiences almost entirely on how they were at their peak (pleasant or unpleasant) and how they ended. Other information is not lost, but it is not used.
—Wikipedia
Considering my experiences at both locations, everything was on par, except for those peak pleasant moments. While they’re still apples to an apples, they’re just served on different china now.
Weddings are quite similar. Sometimes ceremonies are late or the cakes didn’t have the right shade of white, but that’s not what people will remember.
In brides’ eyes, it was either the most magical [or worst] night in their lives … and the details were insignificant.
Under Promise, Over Deliver Differently
If you’ve been following my blog, then you should be familiar with the idea to “under promise, over deliver.”
As we learned earlier, what if everyone over delivered in the same ways? Your thoughtfulness would be canceled out.
The bottom line is to be generous with service, but to deliberately deliver something differently. It’s all about the finishing touch.
Sincerely yours,
Lawrence Chan
P.S. At Beverly Hills Hotel, I told the concierge that there was no ironing board in my bungalow. “We can take care of ironing for you, Mr. Chan.” Err … sensing my hesitation, he continued, “but we realize that some guests prefer to add their special touch.”
Sorry, sir, to be waited on hand and foot seemed so weird. Yeah … special touch was exactly what I was going for. Thanks for the save, dude.
P.P.S. I’ve been very fascinated with Pinterest. I was thinking how much simpler it would be to share if there was a Pin-It button under every photo. Would you be interested in WordPress plugin or some sort like that — rather than having to program it for each picture?
Great thoughts Tofurious- it’s all about the finish! Thanks for the reminder!
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Thanks, Kenny! Spot on about the finishing touch.
Why not go 101% when one has already done 100%? 😉
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I’d be interested in the “Pin It” button plugin! That would rock my world! I’ve tried adding others but they don’t seem to work.
I love the idea of Over Delivering differently–I’ve been thinking about how I might do that for a while now, but haven’t come up with anything spectacular. This post is inspiring me to dig deeper. Thank you!
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Would totally love to be able to put a pin it button under each image in wordpress rather than to have to tell it which images.
Loved the post – so totally true about finishing on a winning note differently!
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Thanks for sharing. I think little things we can do for our clients definitely counts.
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You can just add the “pin it” button to your browser bar, then whenever you click it you may pin any image on the page.
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You always make me think. For this I am grateful.
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always a fan of your blog posts. This one definitely has got me thinking of how to go the extra mile in a UNIQUE way. Thnx for the inspiration, and damn, those cookies look delicious.
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And they were as well 🙂
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I always look forward to reading entries from you, you always teach me something new everyday.
I thought of giving my clients a small gift before their wedding day, thought this might go along with the under promise, over deliver. What are things you do for your clients that show you over deliver service? or how do you show your generosity?
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Alas, there’s no right answer. It’s dependent on your clientele and your brand position. Feel it out 🙂
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Lawrence, this is a fabulous blog post. I am just like you – whenever I go anywhere I critique my entire experience and try to find good things I would like to add to my own business in unique ways, and bad things I would like to avoid at all costs! Haha! I love that you are hammering on about making sure that whatever it is that you go the extra mile for your customer, make sure it is unique. That is so important, so thank you for the awesome reminder!
Big hugs
xoxo
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Answers are all around us. I try to avoid other people’s mistakes and learn from those who do it well.
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Great article, it isn’t often when I stay in a swanky hotel however, I feel, like you abit uncomfortable with the waited on hand & foot service.
To be memorable in business I like the saying, people will forget what you say,what you do but will never forget how you made them feel.
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Martin – you hit the nail on its head!
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Right On !!
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While working at the Ritz Carlton (amazing foundation for any business; incredibly blessed and thankful for the experience…) the lasting impression of every detail was engrained in every employee.
What stuck with me was that one could eat in the restroom because they were THAT clean. Public restrooms were the most complimented in the entire resort; and because the area of least expectance to be clean was pristine, guests felt relaxed in knowing we were professionals (even bathroom our cleaners), trusted us, and noticed all the extra details.
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That is a level of quality on a whole different level. Love it.
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p.s. AWESOME read, Tofu! Your blog is always the cream in my iced coffee 😀
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Nice post. I like the touch at the Montage….because it shows they were LISTENING. (you have a shoot…we thought we could help and tried to anticipate your needs) I think listening is the key to great service and making an impact.
Years ago, I lived in San Juan and we were friends with the manager of the Ritz there. One night over dinner we were joking about being ‘towel stealers’ and ON THE SPOT, the manager called housekeeping and asked for a stack of the Ritz Carleton bathmats with the logo on them. He gave us the pile of bathmats at dinner! Not only was it unnecessary, and hilarious, but I am sitting here telling you about it ten years later.
When I stay at the Maritime in NYC, I often get a bottle of wine and a personal note from the manager.
I stay in extraordinary hotels all over the world, and among the apples, there are still only a handful of out-of-the-ordinary, into the extra-ordinary.
The ones that impress me most are the clever ones…the ones that make relatively minor gestures that simply show they are listening, and they see me as a person.
When they see me as a unique individual, I tend to see them the same way….a unique company.
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Haha that’s a hilarious story 🙂
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Interesting post as always, Lawrence. Pinterest plugin!? Yes please!! There’s no way I would program it in for each photo.
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Here’s a “PIN IT” plugin for WordPress!
wordpresspinterestplugin.com/
The “pin it” shows up when you hover over the photo with your mouse! 🙂
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Love this post, and totally agree with you about delivering a little something more, something unexpected. And YES, I would love a pin it button for each image! My blog is currently with blogger, and soon switching to wordpress, so I would love a blogger version in the meantime! 🙂
P.S. Love your book, BTW!
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Thanks, Stephanie!
Blogger is good, but I find WP to be slightly more customizable.
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