The Transcript of How to Become a Merchant of Wow
Hi, I’m here on the magnificent island paradise of Mauritius. It’s a gorgeous day. We’re ending out the tour, and I wanted to take you through some quick ideas on customer experience, actually, being a merchant-of-wow in the work that you do, based on where I am right now. I’m at a place called Shanti. It’s a resort. It’s from the Nira resorts here in Mauritius. I’m on this island paradise. Mauritius is just magnificent. I mean, just check out the surf over there and the food and the people and the culture and the beauty. On this resort everything is just OAD (obsessive attention to details). They want to get every little thing right.
I was talking to the general manager when I came in and he said, “It’s the little things that make the big experience.” I think one of the things I want to show you is… They told me when I checked in, because I was sort of blown away by a number of the little details and the culture of this property. I asked, “How do you get it done? How come everyone is so amazing, for example, in terms of treating the guests with such care?” One of the things they showed me… Hopefully, we’re going to get this on the video, but this is the uniform that a lot of the people who work here wear. You won’t believe this, but literally stitched right into the collar of the uniform – I hope you can see that – but it says, “Guest is God”. Some of their core values are stitched actually into the shirt so when you put on the shirt every morning, you remember the core values. Is that not unbelievable?
Look, inside one of the areas of the shirt “perfection”. Let’s see where else. Okay, you know what? This is incredible. If you look inside as you put on your sleeve, you see the word – everyone of us needs to see this every day. Look at that, “passion”. Remember that. Let’s see what’s on the inside of… Oh, look at this. The pocket, the pocket of the shirt the word, you see that? I hope you can, “trust” and then the other sleeve is what we’re all about, what leadership is all about, which is “service”.
Oh, I just want to show you one more thing. All the employees carry this little booklet, and it’s so well done, and in the booklet – you can see it right here. In the booklet, the key values that they want to live by and think by and brain tattoo into their mind set so they do genius level work in front of their customers every day are right in this booklet. Here are some of the things. Number one – I thought this was great – guests arrive as residents, leave as friends and return as family. Is that not amazing? How about this? Number three, the answer is yes; now tell me the question. What an incredible mind set for a hotel or for any business? When the customer asks the question or before the customer even asks the question, the answer is yes. Now tell me what you want. Phenomenal mind set. Number five, core value number five. Perfection is a passion for the details. Number seven is great. The culinary art is sacred. And then, finally, we are devoted, number ten, we are devoted to pleasure for our guests.
From beautiful Mauritius, some ideas and some innovation. Was that shirt idea not incredible? The bottom line is great customer experiences and great organizations don’t happen by luck, they happen by all of these little innovative ideas executed on with mono-maniacal perfection.
Thanks a lot from Mauritius. Bye-bye.