On a recent family visit to the English Lake District the feelings of my days as a Business Consultant were sparked. Perhaps you never lose it and look for things like 'the missing link'.

For many years we stayed at a superb hotel to break our regular journeys to Scotland. The hotel on the side of lake Ullswater offers country house accommodation, a lovely view, walks alongside the lake and superb cuisine.

Our journeys to Scotland have been less frequent in recent years so when we had reason to travel to the Lake District for a few days we naturally booked into the hotel. On working out when we were last there we were amazed that the gap was 9 years.

On our journey I mentioned to my wife that I had been wondering if they had removed 'the missing link' by installing a customer database. On previous visits it had struck me that we were greeted warmly but it was always as if they had never seen us before.

I had thought how easy to have a customer database recording such small things as last date of last visit, Christian names, newspaper taken, any special requirements etc? If this was in place the visit could be made much more personal and the experience enhanced to an even higher level.

Sure enough we were greeted normally with warmth and great civility. The food and accommodation could not be faulted but there was still 'the missing link'.

As a now retired Business Consultant I was tempted to mention how Service Businesses could create 'the missing link' and enhance the experience offered by their (in this case) superb hotel. By deciding not to do so I wished to avoid possibly giving offence or a suspicion that we were not satisfied.

It led me to think however how important it is to be aware at all times that we must strive to give the ultimate total experience to our customers. Try to have a look at your performance whether in employment or in business on your own account and make sure there is no missing link.

Out of difficulties grow miracles.

Best wishes,

Michael Harrison.

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