In hospitality, where much is the same, the difference made in small service gestures.


Find small interventions that make a big difference.


Free coffee for the first guest(s) of the day.

  • Satisfaction
  • Returning visitors

I like to get up early in the morning, usually between 04h00 and 06h00. And as I often stay in hotels (I have a separate blog about travel), that means I spend my mornings in hotel rooms, hotel lobbies or hotel business centers.

When one morning I got up at 04h00 in the CitizenM hotel in Rotterdam I was in serious need of coffee. This is not always easy. Weeks before I was in Munich where the hotel employee was quite strict about coffees in the morning. The breakfast would open at 06h30 and not a second earlier.

So when I approached one of the hosts there and said ‘Sure, I’ll get you a coffee’, I was already happy.

‘And …’ he continued ‘… because you’re the first one of the day, it is free’.

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