A memorable experience is not about money

A quality experience has nothing to do with dollars spent. I was inspired to write this article because of this roll of toilet paper.

Ask yourself, before reading the rest of this article, did Izzy see this unique presentation of toilet paper in the best hotel in Chicago or at a very exclusive restaurant?

Actually, this roll of toilet paper with the delicate handmade flower was in a very inexpensive cabin in the woods of Hochatown, Oklahoma. From the moment I saw it, I found so many other unexpected touches, I began to think back to other experiences that were made more special because of that human touch.

You can’t buy that personal touch

A very good friend and business associate worked on a project in Minneapolis for over a year. We flew there every Monday and came home on Thursday. Mike would stay at one of the best hotels in the area.

I had to stay at a dumpy place because there was nothing else available. During that first stay, my room wasn’t ready and I had to get to work. The desk clerk let me know that the room would be ready at 3 p.m. and he would be happy to give me my key so that I could get in after a long day. He also took my suitcase and said it would be in the room when I got back.

When I got to my room later that evening, my suitcase had been unpacked, clothes put in drawers and others hung up. Every week after that, they greeted me by name, gave me the key and took the suitcase. On some long days, the front desk person would ask if I’d like dinner in my room when I got back.

My friend expected and paid for a good experience, and he got it, at his first-class hotel. I had a cold and drafty room and the most exceptional personal service every week. It’s what we call exceeding expectations.

Loyalty is one thing, love is another

At one of our restaurants, there was a couple who came in every Friday night for years. One week the husband canceled their regular reservation and, when our receptionist inquired as to why, he let us know that his wife’s cancer had progressed too far for her to leave the house. However, he also let us know that their friends who often joined them on their weekly night out would be at the house that evening.

We called the husband back later in the day and let him know that we would be at their home at 7 p.m. with the executive chef and their favorite server. Dinner would be all their favorites served on the restaurant’s china. Champagne and wine would, of course, be part of the experience.

Two weeks later, the husband called to let us know his wife had passed away, but he wanted us to know that of all the dining experiences they ever had, this was by far his wife’s favorite and most special.

It’s easy to overlook unexpected and special touches in the hectic world of travel and hospitality. If you are lucky enough to experience it, savor it. And find ways to pay it forward by doing something as simple as preparing a favorite meal, using the good china and cloth napkins, and lighting a few candles. This is the stuff memories are made of, and it has nothing to do with how much money was spent.

• Izzy Kharasch is the founder of Hospitality Works, a consulting firm that has worked with 700+ restaurants and small businesses nationwide. He is offering Daily Herald restaurant owners a free consultation by contacting him at Izzy@HospitalityWorks.com.