This week, I’m attending a technical conference in Las Vegas at the Four Seasons Hotel. I must say – the service at this hotel is excellent.
I spent some time today pondering why I’d consider the service “excellent”, and I realized it all has to do with predictability.
The staff always steps aside as I pass them in the hallway. The alarm clock is always turned toward the bed during the evening turn down. The hotel staff always greets me when I pass the lobby. I’m sure there are a million other things they do to make my stay spectacular, and I’ll never notice even a small fraction of them.
How can your business be predictably excellent?