As a professional speaker I spend a lot of blurry time on the road. This is one of those trips where I couldn't remember where I was headed until I got to the airport and a ticket popped out of the kiosk that said "Columbus" (Ohio, I presume).
I get to the Hyatt Regency Columbus and I discovered that I forgot my gym shorts. All the stores are closed. I have no car.
So I call the front desk and ask if they can help.
Ivan Merc from housekeeping actually drove to Target and bought me a pair of shorts. He just did it. I didn't ask, he offered. No service charge, no markup.
I'm still a little stunned. A hotel employee went shopping for me.
Ivan – thanks.
Hyatt – you're now my #1 hotel.
Lesson: Word of mouth is easy. You earn it by being nice to people.