Erik: The third thing that we‘re looking for in the plus one is there has to be something that‘s unexpected. So humans say, you know, we‘ve had individuals they come here and then they pay up to $2000 a night per room. Now, that means the rooms are going to be really nice but because they‘re paying $2000, they expect it to be really nice. So now it‘s our job I to make sure we‘re actually putting something else in place that‘s unexpected. So when a guest comes to a room not only are they getting a $2000 room, but maybe we‘ve done a bit of background research on them. We‘ve found out, you know, what their interests are through social media and we‘ve got a little welcome kit on the bed that has maybe a sailing magazine because they saw that the guy is interested in sailing. They might have a garden magazine because they saw that she was interested in gardening, and they might have maybe a bottle of wine that they might be into. So just understanding what‘s that extra thing that we‘re going to put in place for them.

To make a few more examples of that, he said, you know, we‘ll do it to such detail where we‘re looking at how we are making an impression on these individuals where every interaction can be an emotional interaction where we surprise them a little bit down to, and this is really were it kind of struck for me in the detail that they were looking at, when they actually, when they reach for a door handle and actually walk into to the room, what is that door handle? Is that a door handle that‘s expected, that‘s just an everyday, anything door handle, or is that a door handle that we‘ve sourced from some special place in Europe that‘s like you reach for it and like oh it‘s different, this is something that‘s not part of the regular environment. Or let‘s say a guest would ask for a cup of coffee. The wait staff might bring that cup of coffee but they say how do I plus one it? In this case, they might bring a cup of coffee but they might also bring something else. Like bring a cup of coffee and bring a magazine and be like, “oh, you might be interested in reading this today.” Or if they‘re serving wine at dinner and the guest remarks, oh this is a really fantastic wine, rather than the wait staff saying, “oh let me maybe bring a bottle of wine to take home with you”, they take that extra step to actually say, they go, they do the research and they say, “hey I compiled a list of all the stores in your area where you can actually purchase this one.” So really looking at how do we improve on that customer experience?

Now, I know in reality, as a small business, you‘re probably not going to be able to look at over 400 touch points and see if you can improve every single one of those with the staff that you have. However, I think it‘s really important that you take a look at a couple of touch points in your business and say is there any way that we can actually plus one those touch points to be done with something that‘s unexpected?

Christo: Hey there, I want to give you a special invite to our annual event. The Experience Summit is coming up and the early bird promo is open right now until it‘s either sold out or until the end of January. So early bird promo where tickets are really reduced. This is our annual event where we take the best of the best from Basic Bananas, squeezing it in two days, two and a bit days. The whole team are there working with you on your business. Here we got the latest and greatest when it comes to marketing, business efficiency, productivity, the latest apps and tools we use and all of the Basic Bananas team are there working with you. We have dinner, we put on dinner and drinks and we all get to hang out and have a really good time while working on your business.

So it‘s called The Experience Summit. You‘ll find it on TheExperienceSummit.com or just go to BasicBananas.com and it‘s on the product page. You‘ll also find a link here somewhere around the video. We‘d love to have you along. Just keep in mind early bird closes once it sells out which it has the last two times we ran it in Manly or the end of January. That‘s when tickets will be done. We‘d love to have you along. Hopefully see you there!