I was in
She told me that there was a restaurant nearby and she was sorry there weren’t too many places available due to the fact it was so early. Because I always like to find out who I’m speaking with, I asked her name. Marilyn Thompson was her reply.
Since I was there scouting locations for my next Speaker Author Networking Group meeting, I took every opportunity to discover reasons why I should choose the Bellagio for my event instead of the Wynn or Caesar’s Palace or any of the other fabulous hotels.
So, I asked Marilyn what made the Bellagio special. What happened next absolutely knocked my socks off. She told me about its five star restaurants, about the myriads of other amenities, the high level of customer service, on and on she went about why I might want to select the Bellagio for my event. She concluded by assuring me my guests would have a fantastic experience if I chose this hotel.
I was so impressed; I asked her who the CEO of the Bellagio was, because I wanted to send him a note to let him know how great a job she was doing on behalf of the Bellagio. I do that because I’m a big believer in creating magic moments for others. When you create magic moments for others, not only will you feel good, but the people you’re coming in contact with will feel good and it will have a ripple effect.
I then asked her what she actually did for work at the hotel, because she was wearing a red suit and I couldn’t place her position there from that. She told me that she was the overnight security guard. And, no more than 30 seconds later, a gentleman appeared nearby, he had his back to me, was wearing gym clothes and was about to enter the gym. Marilyn exclaimed that it was Jim Murren, I had no idea who Jim Murren was, but because Marilyn pointed him out, I assumed he was an influential person at the hotel. Well, I called out to him and asked him to come over to us. He did and I proceeded to tell him how what a wonderful employee he had in Marilyn and how she was a great asset to the Bellagio.
He replied that they prided themselves at the Bellagio for having employees like Marilyn; it’s what makes the Bellagio so great. He then excused himself and went into the gym. I thanked Marilyn again and headed into the gym myself. I took a second to google Jim Murren. I was stunned.
Turned out, he is the number two executive at the Bellagio.
Remember that just moments before I asked Marilyn who the CEO of he Bellagio was, so I could tell him about what a great job she was doing? Well, I had done even better, I had told the COO – face to face!
A few weeks after my departure from
Now, it’s no coincidence that when I read the most recent annual report of the MGM Mirage that the Bellagio hotel was doing just fine, operating at something like 96% occupancy with very high room rates. Do you think there is any correlation between the level of intimate customer service that people like Marilyn are able to provide?
Here’s my question to you. Do you have Marilyn Thompson’s in your company? Do you have employees that are so enthusiastic and passionate about your company that they’ll take the time to send an email to a prospective client?
Well, you can start today by creating magic moments for 5-10 people a day that you come in contact with. Make them feel special, call them by their first name; tell them what a great job they’re doing. Encourage your employees and co-workers to do the same. You’ll start creating a culture that both delivers and receives magic moments.
Until we connect again.