Ha! Ha! Life is so fun! There is a story behind this photo.
In this photo, Hilton’s Chief Customer Officer, is showing off a letter he received in his suite when he visited an Embassy Suites in Troy, MI. The letter was so memorable that he’s sharing it with Hilton’s General Managers gathered for a leadership conference… If you will, the letter is fun/funny/creative.
Here’s the behind the scenes story… I wrote the letter!
Two years ago, I had the privilege of keynote speaking for Embassy Suites and in my speech I shared a creative and funny letter I wrote for their hotels and said, “I’m waiting for the day I find a letter like this when I stay at a hotel.”
The audience of hoteliers really liked it…
I remember not knowing what my audience’s reaction to my tongue-firmly-in-cheek letter would be, but I took the small risk to write it and share it. I did so because I truly did think it would be charming and memorable to find such a letter on a hotel bed when you checked in.
Apparently, so did Hilton’s Chief Customer Officer! (And the excellent
Okay, so if you ever walk in a Hilton hotel and find this letter on a bed, now you know the backstory…
“Dear Mr. Combs,
We could barely believe our eyes when we saw your name on a reservation. That YOU were coming to stay out our hotel!
From sheer excitement, we called an urgent meeting in the conference room with our entire staff.
Our housekeeping staff chose to do an immediate second pass on your room to reinsure everything in your room was perfect! Good thing because they found a loose thread on your pillow which was immediately removed.
Our concierge printed out your photo and hung it up in our team room. Might we say you are handsome, like a movie star!
Our front desk drilled over and over again on our check in process, and prepared to carry you to your room like a King should you desire.
Our chef called for a private jet to be on standby in case a food you desire is out of town.
Our team polished the outside sign and cleaned all the cars in our parking lot, whether they were our guests or not.
Finally, we all stood in a circle and read out loud our guidelines for outrageously pleasing our guests, and then we popped champaign to celebrate that you were coming to stay with us!
You are our most celebrated important customer in our hotel’s history. So please please we beg you please, tell us how we can make this the best hotel stay in your history.
Although we may have had a little fun with this letter, we are all completely serious about encouraging you to tell us how we can make this the best hotel stay in your history.
Sincerely,
The Entire Staff”
BOTTOM LINE: What are you working on these days? Is there a way you can inject more fun for your clients into it? Is there a way you can infuse your work with more of your funny or creative side? Do it!
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