More Matt Jones goodness from Tuesday's Protein Forum. He mentioned something that a hotel-designing friend had heard/dreamt up: the delighter (a word that I can't help but sing to the tune of Debaser). At this dudes hotel in Helsinki, you get all the usual welcome faff but on the second day, they leave a rubber duck in your room, because you're more likely to want a long bath after all the exploring you've been doing. I love that. I was reminded of the wonderful towel origami that Cuban housekeeping used to do, even in the mouse-infested places we stayed at.
To find ways of surprising and delighting customers should be a mantra for the whole service industry because it is the quirky, thoughtful details that diffrentiate in an increasingly level marketplace. A nice tweet from his mate Dan Saffer that sums it all up: 'Because details are so hard to get right, they are hard to replicate'.