I’m the first one to admit that being a consultant has its perks. This week was off-the-charts! We were hired to give a presentation in Bali. Jason and I stayed the rest of the week to rest deeply and enjoy.
I knew the hotel would be beautiful and have great service. It’s a Four Seasons, and that’s what they’re known for worldwide. What’s not to love?! But what I didn’t expect were the thoughtful little delights they dreamed up for us along the way.
3 Surprising Delights that Four Seasons Bali taught me about business:
- Add delightful surprises. Think about how you can make the ordinary into an outrageously extraordinary experience. I said “Wow” out loud throughout the week! The first surprise came when I picked up a menu that was sitting by our bathtub. It listed a dozen cocktail-type baths they would draw for you, everything from curing jetlag to sensual to blissful relaxation. The second surprise kept arriving every 30 minutes poolside. The wait staff would visit our cabana with a refreshing treat… just a little something to keep you hydrated and happy. We enjoyed watermelon cubes, green tea + coconut milk sorbet, and chilled longans (delightful little melon balls).
- No detail is too small to have a big impact. When we first arrived at the pool, an attendant came over to ask if he could polish our sunglasses. Enough said, right?
- Anticipate Requests. Everyone from the front desk concierge to restaurant servers greeted us by name. It left a big impact. Each person would make eye contact, smile and greet us. Yes, I’m sure this is part of the company’s training policy. But it felt genuine. And it felt good. The staff would also watch to see if we needed anything, from more water to an extra towel. My favorite was watching the staff offer to take guests’ pictures. Usually the guest would start off as a “selfie”, then the staff would come over and offer to take the picture. And not just one, but many, making sure to get the best angle and background.
I’m taking home some great memories, a bit of a sunburn and some inspiring lessons from one of the world’s finest resorts.
How can you add this type of delight and surprise to your current customers? Write your ideas in the comments section below.