The doorman remembered my name… but I hadn’t been there since 2019.

The doorman remembered my name… but I hadn’t been there since 2019.

As I walked up to Castle Hill Inn this week, he stepped forward:

“Welcome back, Mr. Fleming.”

Then the woman at the front desk:

“Good to see you again, Mr. Fleming.”

Had I actually met her before?!

In the room?

Their famous chocolate chip cookies on a plate with the story behind them.

A handwritten note from the GM, welcoming me back, by name.

I don’t know if they actually remembered me.

Maybe it was a CRM entry. A flag in the system. A little automation.

Doesn’t matter.

It felt real. It made me feel like I mattered. And that’s the point.

This is my MMP Principle:

Meaningful. Memorable. Personal.

And here’s what most companies get wrong:

They think this kind of thing only works in hotels, restaurants, or luxury retail.

I’ve seen manufacturers, software companies, and B2B service firms crush it by embedding this kind of thoughtful personalization into their onboarding, sales, and client experience.

The result?

Longer client retention. More referrals. Higher lifetime value.

And a brand people talk about.

Here’s your test this week:

Audit your key customer touchpoints and ask:

• Is it meaningful to them, or just functional?

• Is it memorable, or instantly forgettable?

• Is it personal, or just another email, form, or call?

If the answer’s “meh” to any of those, you’re leaking revenue.

If you want help turning your client experience into a growth engine, let’s talk.

DM me or comment “MMP” and I’ll send you something useful.