In luxury real estate marketing we refer to quality cues, those small things that communicate volumes about exemplary service. Surprises, those unexpected gestures of warmth and hospitality can easily win over clients and generate buzz. Here is an example of a quality cue that was a complete surprise.
This week we attended the Who’s Who in Luxury Real Estate conference in Vail, Colorado where we were guest speakers. This wonderful conference was held at the Ritz Carlton hotel in Bachelor Gulch, which was elegantly designed in the tradition of a mountain chalet in Europe. What was remarkable about the hotel, in addition to the sumptuous amenities in our room, was the truly outstanding service.
Each morning, we visited the coffee bar where scrumptious breakfast pastries were served. The croissants, baked in the hotel early that morning were particularly tasty. They were crispy and flaky on the outside and supple on the inside, in the authentic Parisian style. Daniela, the barista, was from Slovakia. She was warm and extremely hospitable. She brewed fresh organic coffee, provided by Wolfgang Puck that was rich and aromatic. Daniela was eager to engage in conversation while the coffee was brewing, and wanted to make sure we were enjoying our stay.
The service at the event itself was excellent, as well. Sylvia D’Amico from Poland, was a standout. We told Sylvia about our delightful experience at the coffee bar with Daniela and raved about the coffee. Sylvia and Daniela turned out to be close friends. The next evening we were totally surprised when three packages of Wolfgang Puck’s coffee and a box of croissants were delivered to our room as a gift, compliments of Sylvia.
Quality cues are important before, during and after you provide service. Surprises can sometimes be the best quality cues. How can you surprise and delight your prospects and your existing clients?
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