Creating "Wow" Moments That Make Clients Remember You Forever
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Hey there! Have you ever had a customer experience that made you want to tell everyone about it? That moment when something so small but so thoughtful happened that it stuck with you for years? That's exactly what Peter and I experienced this past weekend at the Salamander DC Hotel, and it got me thinking about the little touches that make our clients feel seen, valued, and special. The Power of Being RememberedSome background: Peter proposed to me on the steps of the Jefferson Memorial back in 2006 (a passing minister actually captured the moment on camera and sent it to us later - how amazing is that? I've included that photo above.). We stayed at what was then the Mandarin Oriental DC hotel and had the most magical experience. Since then, we've made it a tradition to go back every year to see the cherry blossoms and revisit the spot where he proposed. Last year was our first time back since COVID, and since the hotel had been purchased by the Salamander Collection (founded by Sheila Johnson, the co-founder of BET and a total powerhouse entrepreneur). When we went for afternoon tea this year to celebrate our anniversary, something unexpected happened. At the end of our meal, the server brought out a surprise "Congratulations" dessert and wished us a happy anniversary. Here's the thing: I hadn't mentioned anything about our anniversary when booking. This wasn't just a lucky coincidence. The Salamander team had systems in place that allowed them to capture, store, and act on that personal information a year later. Someone documented our story in their customer database after our visit last year—tagging our profile with the anniversary details and setting a trigger to surprise us when we returned around the same time. What "Unreasonable Hospitality" Really MeansLast year I read a book that completely changed how I think about customer experience: "Unreasonable Hospitality" by Will Guidara, former co-owner of Eleven Madison Park (once named the #1 restaurant in the world). Guidara defines "unreasonable hospitality" as going beyond what's expected or reasonable to create genuine moments of connection. It's not about being extravagant—it's about paying extraordinary attention to the details that matter to each specific person. What happened at the Salamander was a perfect example of this concept in action—using systems not just for efficiency, but to create moments that feel almost magical to customers. One story from Guidara's book stands out: His team once overheard a couple mention they couldn't decide between having dinner at their restaurant or grabbing a New York hot dog. When dessert came, the server brought them a handcrafted gourmet version of a NYC street hot dog—sending the couple into tears of joy. The lesson? The most memorable experiences often come from the smallest, most personalized touches that show you're truly listening. But more importantly, these moments are made possible by having systems that capture and utilize these small but significant details. How I'm Trying to Create These MomentsOne small way I've been trying to create these "wow" moments is by recording personalized videos for new Systematic AF Club members. Nothing fancy—just me, on camera, referencing specific things from their intake form and sharing tailored suggestions for their unique challenges. It takes me less than 5 minutes, one take, no editing. The response? Almost everyone mentions they can't believe I made a video just for them. It's not about grand gestures or expensive solutions. It's about having systems in place that allow you to show people they're not just another transaction or ticket number. My Questions for YouWhat unexpected moments of exceptional service could you create for your clients or customers? More importantly, what simple system could you put in place this week to make those moments happen consistently, not just when you happen to remember? Hit reply and let me know what you're thinking—I'd love to hear your ideas! Tech Corner: ClickUp AI Notetaker (Game-Changer Alert!)For the past two weeks, I've been testing ClickUp's new AI Notetaker feature, and I'm officially obsessed. If you're constantly trying to juggle taking notes while being present in meetings (impossible task, right?), this could be your new secret weapon. Here's what it does:
What I love most:
I've been moving the automatic notes into my client-specific folders in ClickUp, creating a searchable knowledge base of all my client conversations. This has already saved me from that panicked "What did we agree to again?" moment more than once! This is available on all paid ClickUp plans as an add-on (currently at introductory pricing). If you're constantly battling with note-taking or missing action items from meetings, especially if you already use ClickUp, I can't recommend this enough.
🌐 Learn more about ClickUp's new AI Notetaker by visiting: https://clickup.com/features/ai-notetaker That's all for this week! I'd love to hear about the small ways you're creating memorable experiences for your clients. Or if you have questions about the ClickUp feature, just hit reply! Wishing you a week of systems that serve you (and clients who remember you), Dr. Monica P.S. Whether you're running a membership that needs more engagement, a service business drowning in admin work, or just trying to get your business systems organized, sometimes the smallest changes create the biggest impact. Need help identifying those high-leverage moments? Check out my Strategy Sessions or join us in the Systematic AF Club! 🔗 Suggested Resources:📚 Read: Unreasonable Hospitality by Will Guidara |
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