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  • Robyn Pratt

Leaving an impression of increase

The promise of personalized guest experience is a much-used term these days and a growing trend in what is considered the opportunity for success within the industry. 

Is it easy? If it were easy, I guess more companies would be getting it right 100% of the time and we wouldn’t be reading reviews on various online sites that reflect otherwise.


As I have indicated in previous blogs – making the promise is easy! The challenge is how to support our teams in closing the gap between what we say and what we do.


Earlier this year, my family and I had the privilege to stay at a resort where the focus on personal service is more than impressive. During our stay we spoke to several guests who had visited multiple times. Their overarching reason was the level of service and attention to the finest detail that they had come to expect on a consistent basis.


Their decision to return time and time again and tell their friends and colleagues was made easy for them due to the high level of trust they had developed in knowing that what was promised is what would be delivered.


Yes, the destination is magical. However, the true magic is the focus on the seamless guest experience, which from pre-arrival to the airport to the seaplane transfer to the arrival, to the stay and as the team wave farewell as you leave the island, nothing is too much trouble! And every time we interacted with a team member, it felt authentic and meaningful, which truly adds the special touch. We certainly felt enriched by our experience in this property and have told many about the wonderful service we experienced.


I have recently been reading an article on the impact of “leaving an impression of increase” with each person you meet on a daily basis. And I was pondering the relationship with this term and the hospitality industry. What if everyone in a property developed the philosophy of leaving an impression of increase at each interaction?


This doesn’t mean giving something away for free or anything that will cost the property at all. It means leaving that person with an enrichment through the interaction – a genuine smile, a meaningful thank you or well done, taking an extra moment to hold the door open, using a person’s name, enquiring how the day was, positive body language, actively listening, taking responsibility to follow up, seeking feedback and acting upon it – and the list goes on.


Just imagine what a day would feel like in a place where employees and guests practiced leaving an impression of increase at every opportunity?


How enriched would everyone feel – how motivated and inspired would the guest feel about returning and recommending this special place to their friends and colleagues?


The term “givers gain” by Jane Willhite is something that I would urge you to consider. Loyalty is not something you should expect without giving something in return and that something does not necessarily have to mean at a financial cost! Be consistent and authentic in leading the way and supporting your team members in leaving everyone with an “impression of increase” – it really is a wonderful phrase and something I would love many hoteliers to take on in order to improve consistency and quality of their customer experience.

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Impact Consulting Ltd.

17, Triq Il-Modd,

Swieqi, Malta, EU

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Tel: + 356 9992 1195

robyn.pratt@impact-consult.org

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