Beyond Expectations: The Ritz-Carlton Experience

One of the best business lesson I’ve learned came from a cookie.

We had just arrived at the Ritz-Carlton after a long travel day with our kids.
As we checked in, my 7-year-old daughter spotted a plate of warm, gooey chocolate chip cookies.

Her eyes lit up.

The woman at the front desk noticed. She smiled, leaned down, and gently asked her, “Would you like one, sweetheart?”

My daughter looked up at me for approval, nodded shyly, and the lady — after respectfully checking with me — handed her the biggest cookie on the plate.

That moment made her feel like royalty.
We all felt more than welcome.

The Unexpected Came Later

The next evening, as we got back to our room, there was a small covered plate waiting for us.

Inside? Three chocolate chip cookies.
No note. No explanation. But I knew exactly who had sent them.

And it didn’t stop there.

Every night, the same gesture.
No requests. No reminders. Just quiet, thoughtful delight.
The kind that makes you feel special.

Here’s The Key

This wasn’t a lucky moment. It was a system.
A strategy baked into the Ritz-Carlton culture.

They don’t just serve guests.
They empower their staff to notice, to care, and to act — without waiting for permission.

And that’s their real “WOW” factor.

It’s not loud, it’s not expensive, bit it’s thoughtful.

That’s how they turn a simple cookie… into word-of-mouth marketing gold.

So here’s the question:

What’s your cookie moment?

What small, unforgettable moment could you create for your customers — today?

Wishing you success,
HQ