Noah’s Tuesday Tidbit: The Secret System Behind Unforgettable Service

This week I’m back at Castle Hill Inn in Newport, Rhode Island, one of my favorite properties.

The last time I stayed here was 2019.

But as we pulled up, the doorman stepped forward and said,

“Welcome back, Mr. Fleming.”​
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Inside, the woman at the front desk smiled and said,

“Good to see you again, Mr. Fleming.”​
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In my room? Their famous chocolate chip cookies on a beautiful plate. A welcome card explaining the story behind it.

And a handwritten note from the general manager welcoming me back by name.

Now, I’ll admit, I didn’t recognize her at the desk. I don’t know if they actually remembered me… or if it was a smart use of CRM and a system designed to make it feel like they did.

But here’s the punchline: it worked.

It felt personal. It felt real. And most importantly, it made me feel like I mattered.
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That’s my MMP Principle in action: Meaningful. Memorable. Personal.

And this kind of experience isn’t reserved for luxury hotels.

I’ve worked with manufacturers, professional services firms, software companies, businesses that many would assume are “too boring” or “too transactional” for this type of personalization.

They weren’t. And the ROI was massive.

Why? Because most businesses are so obsessed with the next lead, they forget the fastest path to growth is creating moments that make clients feel like they’re your only one.

So here’s your challenge this week:

Audit your most common customer touchpoints. Ask:

• Are they meaningful?

• Are they memorable?

• Are they personal?

And if not…

What’s it costing you in lifetime value, referrals, and client retention?

If you want help building a customer experience that drives revenue, retention, and referrals—let’s talk.​

Best,
Noah