The Expected and Unexpected

July 14, 2014 7:27 am

I recently found some notes I had taken on a visit to The Castle Inn Hotel in Rhode Island – USA. Here are my notations…

  • Arrived – car door opened by concierge (expected)
  • Luggage carried to reception (expected)
  • Asked if I would like coffee while I waited for the room (unexpected)
  • Given a welcome pack that also included weather forecast for next 3 days (unexpected)
  • Personally shown to my room (unexpected)
  • Given a personal tour of my room and how to use appliances, fireplace etc. (unexpected)
  • Lunch – personal service, great food and wine (expected)
  • Made something to my liking that wasn’t on the menu (unexpected)
  • Arrived back to my room after dinner to find chocolates and a robe laid out on my bed (unexpected); Bed was prepared for sleeping (unexpected); Radio playing classical music with mood lighting set (unexpected); Weather forecast note also laid on my bed (unexpected)

What if all businesses took some time to provide the unexpected. I’d expect customers would keep coming back, just like I will return to the Castle Inn