Blog
WOW! Moments
Tuesday I had the pleasure of spending the day training at beautiful Palmetto Bluff. Gerrit Albert and Marty Wall, the GM of The Inn at Palmetto Bluff, asked me to spend the morning speaking to all the resort managers and the real estate sales team. The afternoon I spent exclusively with the real estate team.
Gerrit and Marty understand that real estate sales are directly related to the level of service and memorable experiences that guests enjoy while visiting. This holistic approach of service and real estate sales has served them well as they have been extremely successful.
Marty has done a great job training his Auberge team. In 2010 Travel and Leisure, in their “World’s Best Service Awards,” named the Inn at Palmetto Bluff, the “#1 Hotel in the U.S. and Canada,” and the spa was honored as the “#1 Spa Resort in the U.S. and Canada.” Pretty lofty awards! My challenge was to take something already working well and make it even better! Marty is always looking to improve.
I talked about many topics, but one area I emphasized was how to create, “WOW memorable moments,” at every level of guest contact beginning with the reservation, guest arrival at the gate, guest arrival when they drive up to the door of the Inn, guest experience at check in, arrival to their room, etc. We went through an entire weekend stay of a guest and probably had 30 to 40 contact points that present an opportunity to create a “WOW” moment. People don’t remember DAYS; they remember MOMENTS!
Also, people don’t remember what you SAY; they remember how you make them FEEL! At your community how are you making your owners, members, and guests FEEL? Are you consciously creating WOW moments? If not, I suggest you get with your team and discuss what can you do to create a WOW experience at each point of contact. Shoot me an email and share some of the success stories with me.
Merry Christmas!
Johnny
Posted on 12/15 at 01:10 PM
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