In business, it’s the little things that make a big impact.
What am I saying? In LIFE.
Earlier this week, I spent three days in San Diego meeting with Ted McGrath, a business consultant I hired to map out the steps to get me from here to the next level. I know where I want to go; and every business owner worth anything needs a bright set of eyes outside her business to map out the path.
I stayed at the Marriott Marquis & Marina in downtown San Diego and while I was impressed with the breakfast buffet (a big plus for any hotel), I was more impressed by the bookmark left by my bed each night.
It’s enough to have someone come in and neaten your room, pull the curtains closed after sundown and pull back the comforter. It’s another to leave little meaningful messages to make you feel good.
The first night, a simple cardstock bookmark next to the bed was emblazoned with this message: “Live without pretending, love without depending, listen without defending, speak without offending.” – Drake
The second night, another bookmark said: “The ultimate measure of a man is not where he stands in moments of comfort and convenience, but where he stands at times of challenge and controversy.” – Dr. Martin Luther King
Who would have thought the big international Marriott brand cared about inspiring its customers?
I had a wonderful trip full of professional and personal insight, fresh air, good food and excellent company. But it was all the more wonderful because of these little details. Now, I am extra fond of the Marriott brand because they cared enough to go one step further and connect with me via meaningful messaging.
Whoever is working on their marketing is thinking with all cylinders ablaze.
Any company, big or small, that cares enough to think about its customers journey from front desk to nighttime tuck-in is a company that cares about being in business. People do business with people – not with entities. As long as you keep your eye on that ball, you’ll keep hitting winner shots.