A few days ago I took a flight in first class. It felt amazing!
Among other perks, they served me a small ramekin of roasted pistachios. In terms of cost, this is a tiny portion airlines probably pay to transport people in first class.
But gratuitous bonuses send signals.
Most organizations race to improve the measurable things: speed, efficiency, and price. But loyalty is often built from the seemingly inefficient extras. These are the small moments that create a story of quality.
There’s a reason why airlines charge 5 times more for first class.
It’s the little things…
A warm towel.
A handwritten note.
Pistachios in a ceramic dish instead of a plastic bag.
Never too expensive. Just thoughtful.