31.
Be a Merchant of Wow
Just checked into the Hotel Victor here on South Beach before I wrote this chapter. I saw it being renovated
a few months ago and made a mental note to check it out on my next visit to Miami. So here I am, waiting
to be impressed, just aching for a reason to tell you something good about this place in a world where so
many businesses are boring, slow and stale.
I like trying new hotels when I travel. I observe what to do (and mostly what not to do) when it
comes to customer service, study cool design (which stimulates big ideas I can then hand over to my team
for our products, ranging from CD covers to clothing) and check out whether the hotel understands that in
this “experience economy” we now live in, the customers must be taken on a journey from start to finish
that makes them go “wow”.
Good news! This place is amazing. Big smile when I entered from the doorman and a warm
greeting. Ultra – cool design inside (none of the stark white of SOBE that used to be so hip that everyone
copied it – which then made it un – hip). Lots of green and fresh colors. Sexy music and vibes. Super nice
front desk staff – the smile thing again with a wonderful offer of Evian water with a slice of lime while I was
checking in. And since then MTV Video Music Awards are shooting a video with The Killer tonight down by
the pool, Karin asked me whether I wanted a room that would allow me to watch all the action. Sure – I
don’t need much sleep anyway.