People often banter about the idea of personalizing experiences for customers. “Make it personal and pay attention to the entire experience” is the mantra of the moment. Of course, there are a myriad of ways to put it into action. One of the things I teach in my workshops is that when it comes to the entire experience “we get bitten by mosquitoes and not elephants.” It is this little thing and that little thing when added up that creates the memories, not one big thing.
During a recent trip, I was the lucky guest at the very lovely Pax House Guest House in Dingle, Ireland. The property is an art-filled space with stunning views of Dingle Bay. It is a beautiful bed and breakfast and I must admit the breakfast is worth throwing caution to the wind and simply indulging. There was one detail that really struck me as being a perfect example of what it means to add a personal touch with one little thing. The host, John, has designed a map to orient guests to the little town of Dingle, with suggestions of where to dine and listen to music. His map was hand drawn and the suggestions were highly personal and tailored to the frequently asked questions of his guests.
It would have been very easy to hand out maps provided by the local tourist office. Instead, John took the time to create something charming and befitting the town itself. With this map and guide in hand we felt well cared for, as if a local was escorting us around his town. A little thing made a big impression while assisting Johns’ guests efficiently and personally.
What could you do to add a personal touch to your customer’s experience today?
Holly, I have followed a lot of your advice over the years and thank you for sharing all the information with us.
I feel that I have gained a lot from your postings.
Sincerely,
Sherry