My last blog post looked at the power of a simple candy jar in putting out the welcome mat to your co-workers.  This time I want to look outside to your relationship with your customers by telling you a true story.

Recently, I had to take a business trip to Dayton, Ohio.  Because my meeting started early on Monday morning, I drove over on Sunday evening.  The Dayton Marriott is located right next store to our client’s office, so that’s where I stayed.  We had our meetings on Monday.  While I was inside the building, a snowstorm moved in outside!  By the time my meetings were over, it was obvious that trying to drive home was not going to be safe.  I returned to the Marriott to wait out the snow.

Tuesday morning, I headed out to begin cleaning the snow off my car.  There were two employees of the Marriott in the parking lot carrying brooms.  The one gentleman greeted me at my mini-van.  I told him I had a big snow brush in the car – he could go help other folks.  Before he left, he said, “well, let me get this part because this is the worst!”  With that, he swept the broom across the roof of my car over the driver’s side door.  Now, I could get into the car without six inches of snow falling in to the driver’s seat!

As I drove home, I thought about that simple service provided by the hotel staff…unbelievably thoughtful in my book!  What did it cost them?  Yes, they paid some wages for that “non-hotel” work.  And, for sure, they ruined two brooms!  However, where do you think I’m going to stay the next time I’m in Dayton?  That’s right, at the Marriott!  I was blown away that a business would do something like that for their customers.

The Disney people talk about making magic for their guests.  I don’t know what the Marriott people call “brooming the snow” – but it was magic in my day…an unexpected delight that will bring me back for more.  That’s the power of the broom.

Questions for today: are your front-line people empowered to bring delight to your customers?  What obstacles can you “broom” out of the way to make it easier for the employees to keep customers coming back for more?