Most business owners want to deliver excellent service, yet many fall into the routine of rushing, multitasking and doing just enough to get through the day.
When life moves at such a pace, it’s easy to miss the moments that matter most to customers. People do not remember the emails, the processes or the software upgrades. They remember how you made them feel.
At the November 2025 Business Blueprint Conference, internationally recognised customer experience leader Peter Merrett reminded the audience why slowing down, reconnecting with wonder and bringing humanity back into business is more important than ever. Known for transforming luxury hotels, premium commercial real estate and global brands, Peter shared heartfelt stories and practical techniques that turn ordinary interactions into unforgettable memories.
Here are the key lessons he shared from decades of creating world-class experiences.
Slow Down To Speed Up
How often do you truly pause? Not to think about the next task or the following notification, but to be fully present in the moment. This is where world-class service begins.
Peter shared a story from his early days as a chef, where his head instructor wrote five simple letters on the blackboard: T T T T T.
They stood for Take The Time To Think. This became one of the most important lessons of his career. In a world obsessed with speed, reflection is often the missing ingredient.
Consider how often you rush through customer interactions, missing the finer details that could transform an experience. Magic happens when you shift from racing ahead to being fully present.
Lead With Heart
The most outstanding teachers are often the people who led through kindness, not authority.
Early in his career, Peter’s general manager taught him that the two most powerful words in hospitality are “thank you” and “well done”. But they only matter when delivered with sincerity.
Now here’s another question: If you could squeeze your entire business into one word, what would it be?
A hotel’s word might be pleasure. Using this guides every touch point, from welcoming new staff to serving guests. Instead of corporate mission statements, simple heartfelt language grounds culture and unites the team.
Make Every Moment Matter
Peter shared the famous Maya Angelou quote, “People will forget what you said, people will forget what you did, but they will never forget how you made them feel.” For him, this is the foundation of world-class service.
From long check-in lines to cold customer service to forgotten details, lapses in caring make it easy to slip into “it will do” mode.
World-class organisations look for opportunities to turn everyday situations into uncommon experiences. They focus on the small touches that communicate care, quality and attention.
Peter illustrated this with a simple example of the letters V I P. Many think it means “Very Important Person”, but his teams reframed it as Very Important Personalisation. Every guest, every customer, every client deserved to feel seen.
Reflect regularly on the following:
- What tiny detail would your customer notice if it disappeared?
- What extra touch could you add that costs nothing but means everything?
- Where in the experience could you add a moment of delight that takes only seconds but leaves a lasting impression?
Master The Art Of Repetition
Repetition is not boring when it is done with intention. It becomes mastery.
Peter shared that at one luxury hotel, the team folded the triangle at the end of the toilet roll twice a day for more than 100 rooms. It was not about the fold. It was about consistency, pride and craftsmanship.
This small effort is worth it because teams who care about the details are the ones who create loyal customers. Whether you pour a cup of tea, deliver a parcel, onboard a client or send a proposal, the ritual matters.
Embrace The Power Of “What Else?”
- What else can we do to welcome someone?
- What else can we do to exceed expectations?
- What else can we do to make this moment special?
Peter shared stories from iconic buildings where staff learnt greetings in multiple languages, polished entrance doors at the exact moment guests arrived and placed flags outside to honour visiting companies. These gestures required very little budget, just thoughtfulness, imagination and pride.
Kindness Is A Boomerang
Whatever you send out into the world comes back to you. Whether it is care, gratitude, humour or kindness, it returns like a boomerang.
Remember, “No one cares how much you know until they know how much you care”.
World-class service is not a strategy. It is a way of showing up and a way of seeing the ordinary as an opportunity to create something extraordinary.
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