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Big Ideas In “The Empathy Economy” #6: Outstanding Service Is Often Simple


I had a recent vacation that went off the rails that I’ll write about in more detail later because it is very illustrative of what not to do in “The Empathy Economy.”

But today I want to drop a quick note into here to talk about how outstanding service is often pretty simple.

In general, it comes down to a few key things:

  • Empathy (duh!)
  • Thoughtfulness
  • Effort
  • Consideration

Which brings me to the Brice in Savannah.

I’d give them a 5-star service rating and here’s all they did:

  • They checked me in efficiently.
  • Asked about how my trip to Georgia had been.
  • When I explained what I had been dealing with at my previous spot, they bought me a drink and suggested several places to go that would be fun with my family in Savannah.
  • Arranged a pull out bed for my son.
  • Got me a late check out in the morning.

That’s pretty much it.

But in light of a terrible experience, that’s all it took.

Which is the lesson, you don’t know where someone is coming from or what they have been through. But in “The Empathy Economy” just a little bit of the basics, mixed with a little concern, and a touch of empathy can make all of the difference.