The luxury Hotel Vier Jahreszeiten in Hamburg, Germany, is an excellent example of the personal attention that can make a difference in a market full of very homogeneous products and services, and where advertising is being increasingly sceptically received.

The consultant Robert Cañamero writes about the hotel's strategy in Capital.com.pa:

"A customer returning to stay at the hotel will find their favorite flowers in the room, the room will be one which has a view they like, the a la carte menu will have foods prepared to their taste. It is the sum of small details that add up to a lot in the guest’s perception, a truly personal service and not just named so.

"The technique used by this exclusive hotel for finding out these personal details, is to train staff to get to know the preferences of each customer and then generate information that is entered into a guest database, then when the guest invariably returns a link appears which can be consulted during their stay by all personnel involved, creating a personalized service that the surprises the customer."

Special attention to detail leads to a service that provides a unique and personal experience which makes the client return, because ultimately, that is what it is all about.

Source: Capital.com.pa

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