It wasn’t my champagne… but it still made my night
Have you ever had a truly terrible customer experience? I mean the kind that leaves you thinking, “Can you believe that just happened?” And then you tell everyone about it.
Now flip that.
Have you ever had an experience so unexpectedly delightful that you couldn’t stop smiling and couldn’t wait to tell someone?
That’s exactly what happened at the Roar Awards back in June. Many of us were staying at The Calile Hotel in Brisbane, which hosted the event. And let me tell you, they know how to do service.
One of our award winners was still beaming from her gold category win, and the team at the hotel noticed. They came to find us, asked if she was staying in-house, and when she and her partner returned to their room later that night, there was a bottle of bubbly on ice, two glasses, and a handwritten note saying: Congratulations.
It wasn’t my room. It wasn’t my champagne. But I’ve told everyone I know.
Why? Because someone on that team went above and beyond. It wasn’t a marketing campaign. It wasn’t the hotel owner pulling strings. It was a team member who noticed something, cared enough to act on it, and created a moment that turned into a story worth sharing.
That’s the power of customer experience.
And here’s the part that matters for us as business owners:
→ What are we doing to inspire our team members to create moments like that?
→ Are we building a culture where ideas are welcome, and little acts of care are celebrated?
→ Are we making time for strategy, innovation, communication, and customer relationship building?
Because when your whole team feels empowered to act on opportunities like this, magic happens.
Even if your customers don’t get a bottle of bubbly, they’ll remember how you made them feel.