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A story about how doing less and adding a bit of theatre created a memorable customer experience

Tags: hotel enter wife

My Wife and I recently returned from a trip where, using a hired motor-home, we toured the North Coast 500, a recently established driving route covering some of the most northerly parts of Scotland. The trip was fantastic. On one of the nights we pulled into a campsite in for the night and went looking for a place to eat. We stumbled upon the Scourie Hotel and enquired if they had a restaurant in the hotel. They said that they did and explained that dinner was served shortly after 730pm and was from a three course set menu. Assured that the food was great, we booked a place. Returning to the hotel just before 730pm, we found that we couldn’t yet enter the dinning room and were asked to wait in the lounge. Then, on the stroke of 730pm, one of the waiters entered the lounge, struck a gong and announced that dinner was now being served and that we could now enter the dining room. Slightly bemused, myself and my wife proceeded to enter the dining room and we were then shown to our seats. Shortly afterwards, our waitress provided us with a menu from which we ordered some …

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A story about how doing less and adding a bit of theatre created a memorable customer experience

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