Sublime

Setting the Table: The Transforming Power of Hospitality in Business,

My objective was to look like I had the power of a big company yet give personal service as if I were a one-person operation. When you receive detailed, exemplary service from a big company, you institute a SUCS event and create loyal, evangelical customers.

Disney is fanatical. They pipe in the sound of a girl receiving voice lessons in a dead-end corner of Main Street. They have a team of full-time cast members whose sole job is to keep the mosquitoes away from guests. They carefully space out trash cans every thirty feet because that’s the distance it took Walt to eat a hot dog and throw his wrapper

One essential role of the Experience Architect is to be the host who never forgets that giving something special to customers is both good business and good karma.