Add Sprinkles to Your Guests' Experiences

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. May 25, 2016

When Candace Nelson introduced a 24-hour sprinkles cupcake ATM that delivers customers a personalized cupcake in fifteen seconds, it was more than a successful novelty. It was a metaphor for today's guests. The quest for value-unique emerges at the perfect time when value-added—taking what guests expect and adding more--has gotten pricey for the hospitality industry. While there are a finite ways for generous addition; there are unlimited ways for unexpected ingenuity. Here is a recipe for adding sprinkles to your guests' experiences.

1. Put a Cherry on Top of Great Service

Hotel Monaco is a medium priced hotel chain in the Kimpton Group. They seek to enchant business-traveling guests with unpredictable additions. The bathrobe is not boring white, it is leopard or zebra skin print. There's a yoga mat in the closet. Guests can have a goldfish in their room (taken care off by the housekeeper). And, instead of the proverbial mint on the pillow at turndown, guests find on their pillow an unexpected treat (a foreign coin, a flower, a lottery ticket, or who knows).

1. Be the Icing on Your Guests' Cake

Billy Rivera of Karaoke Cab in Charlotte, with a laptop in the front seat next to him and a screen scrolling the words on the back of the seat the passengers can view, offers customers over 39,000 songs. Some passengers so enjoy the wild sing-a-long, they ask Billy to keep driving around the block until the song ends, not minding while meter continues to run.

1. Let Your Guests “Lick the Beaters”

On a Southwest flight from El Paso to Phoenix, the flight attendant accepted assistance from two adoring passengers to help pass out peanuts. The most important part of the occurrence was not the obvious fun the two guys in Bermuda shorts and ball caps had. It was the noticeable positive effect the incident had on everyone on board. Even serious passengers could not help but grin as they received the all-too-familiar snack from the flight attendant-wannabes! Invite your guests to participate; people care when they share!

1. Let Your Guests Borrow a Cup of Sugar

The manager of the Overland Park, Kansas First Watch Restaurant purchased a large supply of umbrellas for his guests who might have to cope with an unexpected rain shower after dining. Attaching his business card to each one, he put them in a large container at the front door along with a sign that read: “If you need an umbrella, please take one. If you bring it back, we'll give you a free cup of coffee.” According to the store manager, almost every guest returns the borrowed umbrella. Trust your guests and they will trust you back.

1. Always Add an Extra Helping

A guest finished his breakfast at the restaurant of the Park Inn in Harrisburg, PA. It had been peaceful and tasty with superior service from his waitress, Sandy. Folding his newspaper, he requested his check. And then, it happened. Sandy brought his check along with a complimentary go cup of coffee fixed the way like he liked it! “This is great!” the guest exclaimed. “You have no idea how much I needed coffee to go today.” That is the point “sprinkles” were added to his experience. Sandy smiled, winked and responded, “It's our gift to you!”

Innovative service is unexpected, off the beaten path service. It delights because it is distinctive, not just excellent. It creates a story because it touches guests in ways good service can never do. Put sprinkles on your guests' experiences and watch their loyalty grow, right along with your bottom line.

Chip R. Bell is a renowned keynote speaker and the author of several national bestselling books. His newest book is Sprinkles: Creating Awesome Experiences Through Innovative Service. He can be reached at www.chipbell.com.