| When I first flew on Virgin Atlantic from Los Angeles | | | | the staff would run up to you and ask you if needed |
| to Heathrow, I was blown away. The first thing you | | | | something. You asked the directions to the bar or |
| see inside the immense cabin, is a well groomed and | | | | the bathroom, they would not point it out to you, |
| smiling staff all dressed in Red. They welcome you to | | | | they would walk you to it. The little things that made |
| the flight and hand you a gift bag full of slippers, an | | | | a difference will always be a part of my memory. |
| eye cover, toothbrush, toothpaste, and an | | | | I was a manager of a Four Diamond Hotel in |
| assortment of other goodies. Each seat is equipped | | | | Downtown Seattle for awhile. There was an older |
| with television monitors and interactive consoles | | | | bellman and valet that worked nights with me. If the |
| where you can choose between movies, games, | | | | other valets would wear a standard jacket, this guy |
| trivia, and television programs. The staff comes up | | | | would show up in a full suit and long coat. He would |
| and down the rows every twenty minutes or so. | | | | smile to the guest and solicit conversation and offer |
| They are offering you drinks, snacks and moist | | | | suggestions. If he had to go to serve a room service |
| towels. We were in the economy class, yet treated | | | | customer, he would bring the tray up and smile to |
| like first class passengers. This is what it means to | | | | the guest. He was warm and friendly and the |
| take care of the little details in order to blow away | | | | customer always appreciated him for it. All of my |
| the customer. Whenever I go back to the U.K. or | | | | staff was friendly, but there was something in his |
| Australia, I will definitely choose Virgin and I would | | | | manners and attention to detail that made him stand |
| recommend it to others. Their mission is | | | | out from the others. Attention to detail was the key |
| accomplished. | | | | to his success, and as a result he was rewarded in |
| Last year I did a consulting project in Japan, and I | | | | tips and complements on a consistent basis. |
| was treated to a stay at the Hyatt in Tokyo. Upon | | | | Any company that gets the message of attention to |
| arrival, the staff will run up to you and take your | | | | details and taking care of the small stuff, will outshine |
| bags from your hands and guide you to the front | | | | the larger conglomerate companies that take people |
| desk area. A staff member waits for you to check in | | | | in by the numbers. The Panera Bread Company is |
| and then will take you to your room. They organize | | | | always busy because of the wide selection and the |
| your room and show you the amenities. There are | | | | free internet service. I recently visited a very large |
| drawers that contain any amenity that you could | | | | church that had child cares, teen centers, and |
| think of; razors, lotion, masks, hair covers, colognes. I | | | | smoothie bars. This particular church was packed and |
| watched the man running around the room, trying to | | | | had multiple services in two different locations. |
| make everything perfect. My Japanese friend said | | | | Perhaps the message was the same as any other |
| that tipping was not necessary, but I just had to | | | | church, but the attention to details had it packed to |
| give him some money when he departed the room. I | | | | the rim. The great thing about taking care of the |
| wasn't impressed with the grandness of the room or | | | | small stuff, is it doesn't usually require that much |
| the view so much. I was impressed with the | | | | more capital, but the reward in customer loyalty and |
| attention to detail with the amenities and the staff. | | | | income is immeasurable. |
| The minute you approached the lobby, someone in | | | | |