Then, of course, there are all the times that as a customer, you are aware someone has gone the extra mile to make your experience a great one. The complimentary chocolates left on a pillow, the note from the housekeeper, the colouring sheet meaning you have half a chance of ordering the meal you actually want in a restaurant rather than making a decision whilst trying desperately to get a toddler to stay still – all of these things are ‘little wins’. To the outside onlooker, these acts of kindness or gifts are small, almost unworthy of note. But to those involved in the interaction, the small things quickly become big things.
Particularly now, people are turning to the ‘little’ things in life for comfort and reassurance. Without our normal activities, the usual wind-down in the gym or glass of wine in the bar, society’s gaze has turned inwards, reliant now on individual ‘bubbles’ of people and things that have the ability to make us happier. So whilst our ‘little wins’ are of the utmost importance, perhaps it is time to focus on them.
You may be temporarily without your fabulous entertainment programmes, exciting activity programmes and excellent facilities, but you have a chance to turn the little things into the big things.
Our Play2inspire packs are one example of a ‘little win’ that can have a major impact as they engage guests in their accommodation and out and about around the site, leaving them with fantastic memories that are inextricably linked to your business. The mantra goes that if you take care of the small things, the big things take care of themselves – so why not draw your gaze inwards a little and focus on each individual customer and their experience of the ‘little things’.