Small Things Can Make a Brand Big

May 18, 20140 Comments

Hello, I’m Jim Glover, That Branding Guy, for Once a Day Marketing™. Today we are going to share a real life customer service experience to show how the little things can enhance a brand.

During a recent stay at the Marriott Fairfield Inn & Suites in Phoenix, Arizona I encountered an employee named Lu who was responsible for the breakfast area at the hotel. I travel extensively on business and Lu was one of the best brand ambassadors I’ve ever encountered.

Lu took great pride in her work area and the product offerings by making sure the tables were spotless and the food selection was always well-stocked,especially the hot coffee.

Lu warmly greeted every customer with “good morning.” She also asked the guests about their day and their stay in Phoenix. Simply put, she made the guests feel like they were chatting with a friend or part of their family.

As the breakfast period winded down, Lu reminded her guests that she was about to remove the food so they could make a last dash to the food or coffee. She also politely asked if she could clear and clean the tables.

Later that morning I was relaxing in the lobby. Lu was in the final stages of cleaning up for tomorrow’s breakfast and was ready to vacuum. She asked permission before turning the vacuum on knowing it might be an intrusion. I was very impressed that she took the time to ask.

We can learn a lot from Lu about brand ambassadorship. She made the customers feel like kings and friends at the same time and created favorable impressions for the brand. Something to think about as you engage your customers.

Once a Day Marketing™ positions brands to become #1 in the minds of target customers. Visit our website at Contact James Glover at (505) 501-1330 or email Listen to Ask Those Branding Guys™ every Monday at 11:00am (MDT) streaming live on KVSF 101.5 FM.
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