I saw what you did

 

I recently attended a lunch event at the Madison Beach Hotel in Madison Connecticut. And I left with a reminder that it is never about what you say, but what you do. 

First of all the hotel is an amazing venue. Everyone in the region knows this hotel. It is a 'go to' property for Weddings and Events. It is a beachfront spa resort with ocean views. 34 rooms. 4 floors. 2 restaurants. 

From their website: Our elegant spa resort on the coast of Connecticut overlooks the Long Island Sound. Steps from our door is a private beach, which is home to summertime open-air concerts. Downtown Madison is a mile away. Enjoy our Sound of the Sea Spa. Our Porch restaurant offers alfresco dining and breathtaking views, while coastal cuisine awaits at The Wharf.

So, there was a spot on the carpet in the meeting room. Actually it looked like wax from a candle. Not a tremendous amount - but enough to make your eye 'pause' when you are walking into the room. Hmmm... what's that. 

First, one of the service staff saw it and they got down on their hands and knees, working on the wax spill. They had hot water and a wire brush. Then the manager of the hotel arrived with reinforcements. 

Out came a fancy vacuum / steamer machine. The attention to detail for the room was on full display. Without their noticing, I snapped some pictures as I knew what I witnessing. This was a branding Master Class happening before my eyes - it should be recorded. 

It was also noticed by the staff that some of the tablecloths had wrinkles. In around a minute someone arrived with a handheld steam machine. So, the tables would look absolutely perfect. This room with a view of the Long Island Sound would have nothing less than perfection, and the entire staff knew their role in the mission. They were the brand and the brand was on display for all to see. Even though I was the only one in the room to see it unfolding. 

They all knew that they were caretakers of the brand. Curators of the brand. Even the guy running the vacuum / steam machine. Heck, especially him. 

It's always about what you do, now what you say you are going to do. You never know who is watching, or in my case, you never know who is taking pictures. 

"Attention to detail at all times. ~ Thomas A. Capone

The phrase "your brand is what people say about you when you're not in the room" was famously coined by Jeff Bezos, the founder of Amazon. It means that a brand is defined by the perception others have of it, which is shaped by every experience they have with that brand, not just what the company or individual says about themselves. This includes everything from customer service and product quality to online presence and media coverage. 

Perception is reality: This quote highlights that a brand's reputation is built on how it is perceived by others. A company can state that it offers great quality, but if customers consistently have a negative experience, that negative experience becomes its brand. 

Brand is more than a logo: A brand is the entire personality of a business or person, encompassing their values, actions, and how they make people feel. This includes their online presence, their actions, and their interactions with customers. 

Building a positive brand requires consistency: To build a brand that people speak positively about, it's crucial to have consistent, positive experiences across all touchpoints. This requires intentional effort to align your actions with your values and aspirations. 

It's a two-way street: While you can't control what people say, you can influence and shape what they say through your actions. This involves creating experiences that align with your desired brand and being mindful of how your online and offline presence are perceived.

www.MadisionBeachHotel.com