Polle de Maagt 
Polle de Maagt
Story.
I am not sure this story is true. I have heard it several times, so it is too good not to share.
Disney tracked the satisfaction of hotel guests per room. Rooms cleaned by one particular housekeeper scored far better than the rest.
When they asked her what she did differently, she explained.
Whenever a family left for the park, she took the teddy bears and other toys and placed them in front of the television. Facing the screen. With the remote control in their hands. As if they had come to life.
What they did.
One housekeeper turned a routine task into a small scene. The story goes that it then became standard practice in many Disney hotels. Guests still share photos of toys arranged by housekeeping.
Why it works.
It brings the Magic Kingdom into the room. The kids come back to proof that their toys have a life of their own.
It also helps the parents. After a long, tiring day in the park, the kids are distracted and maybe willing to watch some television. The bedtime ritual gets a bit easier.
The gesture costs a few seconds. It lands at the exact moment the family needs it.
Try it yourself.
Find the moment your customer comes back after being away: back to the room, back to the app, back from a holiday. Ask what small thing could be waiting for them.
Then ask your frontline people. Chances are someone is already doing it.
Ask your team this week: what small thing do you do that is not in the procedure? Pick one and make it standard.
Source: my original post of December 2018. A story told often in hospitality; I could not verify the original. Teddy bear made with Midjourney.
