Customers need to have their magic moments too.
Even if it’s no big deal to you, it may be incredibly important to your customer. You can’t decide how significant it is but you can decide how much attention you will give it.
I was waiting to meet a client in an overly expensive London hotel when an American lady came through the front door gushing over her new discovery. She grabbed the concierge and proceeded to tell him how a wrong turn became a fortuitous mistake. This is what I heard.
‘Can you believe it; I took a wrong turn on the way back to the hotel and ended up in the middle of nowhere!’
The concierge didn’t do anything to hide the ...
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