By Josh Ledgard
Last week I stayed at a Hampton Inn and Suites. One of their perks is “cookie hour” whereby they have fresh baked cookies in the lobby from 8-9pm. It doesn’t get much better than than walking in from a long snowy day of traveling and finding yourself a fresh baked cookie.
On my last night I returned to the hotel at 10pm. One hour after cookie time. Only crumbs remained. I joked with the woman working the front desk that “The other guests didn’t even leave me a raison cookie.” Elizabeth asked what kind of cookie I was hoping for. I said chocolate chip.
“No problem. I’ll go whip some up and give you a call when they’re ready.”
Shocked, I went back to my room and started to pack up for an early flight. I was almost finished packing when I realized no one had called yet. I couldn’t be mad… “why would they make cookies after 9pm?”
Then I answered a knock on the door to find the woman from the front desk with two warm cookies and a glass of milk.
This wasn’t just one good employee hellbent on customer service. During the week:
People don’t brag about the level of service that’s written in your company policy. That’s the baseline. They brag about the unexpected. They brag about the tiny moments of joy you create for them. They brag about warm cookies and milk.