Putting on the Ritz

As we begin anew in 2014 with gung-ho big ideas, it pays to remember the little things as well. Years ago, I stayed at the Ritz Carlton  on assignment for a client in Maclean VA.  Having traveled all over the world for business, I thought I had seen everything when it came to good service. However,  I was floored when, as I was checking out of the hotel, a young woman employee approached me, and asked if I would like some coffee (yes), and how did I take it (Splenda and milk, thank you). Thirty seconds later, I had my coffee in hand, thoughtfully wrapped in a cardboard sleeve to prevent any burning.   Talk about surprise service!  That was a first for me. Just as I was enjoying how nice it felt to be so cared for, another employee pleasantly directed me to the correct elevator that would take me down to the street level (the lobby level was on 4).   Just as I was exiting the hotel, my eye caught a basket of neatly rolled up white towels sitting on the credenza near the door. A sign invited runners returning from their morning runs to please take one.

Little things, but, oh, how impressive. Made me think of the little, but impressive things that can be done in business: e.g., putting the client’s name and logo in larger font ahead of, rather than under, your name and logo on the  first page of a presentation; sending along a note when news about a client breaks in the media; sending a hand-written Thank You note for business; introducing two people who might be interested in each other, even if there is no immediate reward in it for you; putting in extra effort to get a needed piece of information to a client, etc.