Service with a Smile: The Difference You Can Feel
It’s funny what sticks with you when you travel.
A few weeks ago, I was in the South Island for a short break. Fresh air. Big skies. Long winding roads. Push bikes.
Central Otago, you’re a stunner – but what stuck with me wasn’t the view, it was two very different experiences of “service.”
Two places. Both had a bed, two meals and a roof. One ticked the boxes. The other exceeded all expectations. Please let me explain.
The Box-Ticker: Cold Weather, Colder Vibe
The first night, we stayed remote. Some gothic charm. Plenty of stars. But from the moment we arrived, it felt like we’d interrupted the hosts’ evening rather than checked into it.
No warm welcome. No local tips. Dinner was efficient. Get them fed and get them to bed. More like a task than a treat. No dessert menu. No warm Milo. Not unpleasant, just… not invested.
Next morning. Much of the same again. No goodbye. No suggestion of the special day ahead. A transactional exit. Off you go… on ya bike.
The Game-Changer: Warmth, Delight and a Smile
That evening, everything changed.
From the moment we stepped inside, we were treated like friends, not customers. Host greeting by name. A few gems for the next leg of our journey. Dinner was lovely – not just the food, but the sense of connection.
They shared their stories, asked about ours and took pride in delivering an experience, not just a meal. A memory.
There was no upsell. Just service. Delivered with care, curiosity and a genuine smile.
The Key Difference? Heart.
Both venues offered “service.” Only one offered service with true warmth. A smile. Compassion.
That smile, metaphorical or literal – is what transforms a transaction into a memory. It’s what makes customers return. And more importantly, it’s what gets them talking and referring.
People don’t rave about the room (or the meal). They rave about how you made them feel.
Are You Winning the Referral Game?
In sales, we can be so focused on product features, performance metrics and KPIs, we forget the simplest truth
– people buy from people. And people “refer” people who make them feel valued.
Whether it’s a multi-million dollar deal or a night at a lodge, the same rule applies: Service is the ticket in. But a smile? That’s what earns you the encore.
So Ask Yourself This:
Are your customers just getting the job done with you? Or are they walking away feeling like they just experienced something special?
Because when they feel that. They’ll talk. They’ll refer. They’ll come back!
That’s how you grow. Not just in revenue. But in reputation. In Business. In life.
Is your service just ticking boxes – or creating stories worth sharing?
If it’s not both, let’s Arrowbow change that 👉 Book an Arrowbow Discovery Call