Nothing Beats a New Friend!
On our recent visit to Minnesota, to drop our son at college, we stayed in White Bear Lake. It was a lovely little town just outside of Minneapolis/St. Paul.
While quaint, unique and very scenic, due to the many lakes in the region, the biggest impression made was the kindness and service of the people who lived and worked there. Every place we entered offered a hardy hello and when we left a goodbye was given genuinely.
The hotel we stayed at had an amazing restaurant and a beautiful rooftop patio, but that’s not what made our visit for drinks on the rooftop one evening remarkable.
It was the bartender. With a great smile, he was happy to drag a large patio heater (it is Minnesota — summer or not) near our table so we could enjoy our drinks in comfort all the while conversion with us about our stay.
We witnessed the staff singing while they worked and they were quick to offer a witty reply with a playful eye. The general manager was truly interested in why we were visiting and detailed why he loved the community so much. He even was kind enough to give us his card and suggest he send our son by to apply for a job. Was it the Four Seasons? No, it was so much butter — it was like discovering a new friend that would always welcome you back with open arms.
When you think back on places you ave visited, establishments you frequent, services you utilize on a regular basis, I think you will agree that most of them are not because they are beautiful, have the best or never make a mistake. In my case, while I am always on the hunt for the best, I realize that what I cherish most is how they make me feel and did it ease my life and bring be a bit of joy. Even in stressful situations, it is how the engagement was handled that matters most.
I know I continue to harp on branding, but this is exactly what I mean when I ask what comes to mind when your customers think about you or your business. What feelings are invoked and are they strong enough to seek you out once again?
For us, over the next four years of visiting our son at college, we will be staying at the Best Western Plus White Bear Country Inn — if our son survives the winters in Minnesota!
