I speak at tourism and leisure conferences around the world and I gotta be honest: I can’t recall the food I’ve eaten at any of them. It’s not that the food was bad… it just wasn’t memorable.
Except for one time.
At the Annual General Meeting of the Miramichi River Tourism Association in New Brunswick Canada, the desserts served after the meeting were all homemade by the committee members of the Miramichi Folksong Festival. Naturally, my colleague Gina and I had to pose for a picture with the bakers:
And please drool for a moment over one of the cakes:
Now…why is this so fabulous and what can you learn from it? Three things:
- It was unexpected to find such a deeply personal touch at a large business conference, so it not only made a memorable impression, but it also warmed my heart.
- Cakes and pies are all made by SOMEONE, so even when they are purchased and served en masse from a bakery or your catering kitchen, they can still be considered “homemade.” But the fact that these were made in home kitchens by the very ladies (and gent) who served them spoke to a level of effort and care that made me feel extraordinarily welcome.
- Seeing all the attendees flock around the dessert table chatting with the bakers about what they baked brought a special warmth and sociability to the event. It made guests (and especially me, the out-of-towner) feel more connected to both the event and the organization hosting it.
So, hospitality businesses, I’m not saying you need to start baking all your cakes at home and having Ethel and Barb serve them. But think about how you can bring that level of personal touch, effort, and care to your guests. Can you tell the story behind a special dish made in your restaurant? Hand deliver something unexpected to a room? Give them a small treat at checkout made by your chef (or better yet…your housekeeper, because it’s unexpected?) to enjoy on the ride home? Have one of your chefs, gardeners, or housekeepers hang out in the lobby one day to chat with guests and answer questions about their job? You get the idea.
Do these things cost time and money? Sure. But if they make a lasting – and perhaps Instagram-worthy – impression, the investment will pay you back in spades.
Need more convincing? Check out how these tiny design details make a big difference and how even accountants can have fun with marketing.