For this month's A Commitment to Excellence, I want to share an experience that touched my heart, not only for the beauty of the place but also for the exceptional level of service. This past summer, I had the opportunity to spend some time at Mount Juliet in Thomastown, Ireland. The resort, steeped in history, dates back to 1757, when James Butler, the Earl of Carrick, built a manor house and named it after his wife, Juliet—hence, "Mount Juliet." Today, this stunning estate spans 500 acres of lush parklands, woodlands, and rolling countryside in central Ireland.
I could spend time discussing the accommodations or the wide range of activities for little and big kids, but what truly stood out during my stay at Mount Juliet was the impeccable service and the staff's commitment to excellence. The small, thoughtful touches set a business apart, and I experienced this firsthand in what could have been a routine morning.
Like many of you, I've woken up in a hotel room, groggily searching for that first cup of coffee or tea to kickstart the day. There's always a coffee machine somewhere in the room, but one cup of lousy coffee or watered-down tea often doesn't quite do the trick. The next option? Room service or a trip to the restaurant—both of which can be challenging when you're traveling with kids who aren't quite ready to leave the comfort of the room at dawn. I was on coffee/tea/breakfast snack duty this morning and headed to the restaurant to see what I could bring back to satisfy everyone.
What I encountered was beyond my expectations. The staff at Mount Juliet didn't just make lattes and a good cup of Irish Breakfast tea for the adults; they went out of their way to prepare two incredible hot chocolates for the kids and even encouraged me to take a plateful of fresh pastries back to the room. The best part? The total bill came to $0.
I share this story because businesses that take the time to treat their customers as people and go the extra mile to make their lives easier truly stand out. In a world full of mediocre service and inconvenience, creating a positive, memorable experience is what every business should strive for. And by "experience," I mean the kind you rave about to friends, not the kind you complain about. At Mount Juliet, the service didn't end with coffee; it was consistent throughout our entire stay. It was clear that the staff was not just there to anticipate guests' needs, creating an environment where visitors are eager to return year after year.
The goal of every business, no matter the industry, should be to create loyal customers who want to come back time and time again. Whether you're running a local dry cleaner or a luxury resort, the price point of your services should never dictate the quality of the customer experience. From the dry cleaner who knows precisely how you like your clothes to the high-end resort that anticipates your every need, attention to detail and exceptional service are becoming increasingly rare—and increasingly valuable.
I hope all of my readers experience a company that stands out for all the right reasons.
Comments