Marie Forleo introduction

Hi!

I'm Marie

You have gifts to share with the world and my job is to help you get them out there.

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Last week I was in Playa Mujeres, Mexico running my RHH Mastermind group.

I have to admit, part of me was nervous about bringing my gals into a foreign country to a hotel that I had never been to before.

But the truth is I had done my research.

And my intuition, which runs 80% of my business and life, said this place was a total go.

Hot damm, I was right.

From the moment we arrived, we were treated like royalty.

Rather than standing at a registration desk, we were whisked over to a beautiful table and seated in plush, white high-back chairs.

Carlos, the bellman, brought over an elegant sliver platter with cool, moistened white mini-towels for us to freshen our face and hands and then offered us each a glass of champagne while we waited for our room keys.

And then over the next 5 days…

Surprise after surprise after surprise unfolded until they had me intoxicated in a glorious odyssey of business creativity and customer service far beyond anything I’ve experienced.

It got me thinking…

How the heck did they accomplish this?

What did this hotel do that was so incredibly different than 90% of other fancy hotels I’ve stayed at?

Because you have to understand, it wasn’t just about the details, it was the feeling of care and attention that was infused into the experience.

Rather than speculate on my own, I asked Jean Francios Girault, the hotel’s GM that question.

Where did I ask him?   Not at his office.  Not from behind a desk.

I asked him at the complimentary outdoor cocktail and hors d’oeuvres reception they offered…with a live 3-piece band, under the stars, where everything was avocado themed.

Avocado cocktails, avocado inspired canapés, and complimentary massages using essential oils from yep, you guessed it, avocados.

It was all ridiculously good.

The heads of the hotels major departments, including the Executive Head Chef, Spa Director and GM, were there to talk about the hotel and mingle with guests.

I said to Jean, “I’m beyond impressed.  I absolutely love it here.  It feels different than any resort I’ve stayed at.  It’s perfect for what I’m teaching my entrepreneurs on this retreat.  What’s your secret?”

Jean responded, “Every single person who works here loves the product. Creativity is encouraged at all levels.  We’re constantly challenging ourselves to come up with new ways to take care of our guests.  We honestly love what we do. We love to serve and truly believe in the product.”

Bottom line?

It doesn’t take that much extra effort to wow the sh*t out of your customers.

It requires heart.  And creativity.  And a willingness to do that extra 5% that many business owners are too lazy or unaware to consider.

And of course, it requires honest, heartfelt attention and a true desire to serve.

Content, products and services (whether it’s books, courses, videos, coaching, food, clothes, widgets, hotel rooms, whatever it is that we sell) are a dime a dozen.

That trend will continue.  The market will become more and more saturated with “stuff.”

What makes the difference now is whether or not you actually CARE about your customers.

Thinking you care or saying you care are not the same as actually caring.

You need to demonstrate it.

You need to do the creative work behind the scenes.

You need to take the risk to be different in your business.

Here’s the coolest part.

It’s not as though my stay at the glorious La Amada was without a hiccup.

None of our businesses are perfect.

But any slight “challenge” in service was handled with such elegance, patience and understanding that it made me love them even more.

Here are three easy takeaways from the retreat that can help us all create a wow experience.

1.  Love your product.

If you don’t love your product, change it.

Quit offering things that are mediocre. Make it a non-negotiable standard in your business to only offer products and services you fully believe in.

On the flip side, remember that in any given moment, if you cannot change what you’re doing, you can change how you’re doing it.

2.  Innovate.

Do things differently.

Look outside of your industry for inspiration.  I often get my best ideas from places that have nothing to do with coaching or online marketing. Think about restaurants, clothing stores, yoga class, airports, travel magazines, museums, etc.

3.  Engage.

Have real interactions with your prospects and customers.

Talk with them on Twitter and Facebook.   Take time in person to really listen and find out who they are, what they are struggling with, and what they dream of.  Do it because you are genuinely interested, not to collect “data.”

Remember, all of us can smell fake engagement.

The point of this is that I returned from the trip with a fire lit under my butt to serve my clients at a whole new level, and my hope is that these insights will inspire the same in you.

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14 comments

  1. “My most powerful moments are when I’ve been scared shitless and had the courage to keep going.” – Hell yes!

    I’m gearing up to do my first expo and lecture. My insides are bumping into each other BUT I know doing something new will give me something new. Success will squash the nerves and I will keep you posted.

    Sounds like you had a wonderful time at this resort. Creativity & passion will get you EVERYWHERE!

  2. Hey Michele! Thank you so much. I know what you mean about the insides bumping into each other 😉

    Yes. Just let yourself feel the atoms in your body moving around (i.e. nervousness or fear etc..) and stay engaged.

    Can’t wait to hear how it goes!

  3. Marguerite Crespillo

    I swear every time I read something from you it reminds me to be ME…. and for the last month or so I have really been focused on that and SURPRISE….. Life is getting GOOD!!!! The most amazing things have been happening and I dont even know how to explain them…. just that I guess people really like the real me as opposed to the one I think they want…..THANKS A MILLION! Cant wait to meet you next week!

  4. Hi Marie,
    I had so many e-mails to read yesterday. And, when yours came in, I was actually in the process of just deleting multiple newsletter type e-mails at a time without reading them, trying to clean things up a bit and get to the correspondence I needed to read.

    But, I decided to open yours . . . and I am so glad (SO glad!) I did! I loved your post about the hotel and being passionate and authentic in our businesses. In the book I’m writing now I talk a lot about authenticity and I found your post particularly inspiring. Actually, I find most of your writings to be very “contagious”! That’s an awesome thing!

    Don’t ever change a FREAKIN thing about who you are (lol)! And, keep sharing….. it’s a good and uplifting thing!
    -dbRoss

  5. stephanie

    Dear Marie,

    I love what you write. I work in a little café and LOVE to work there, EVERYBODY loves to work there from our crew. And our over 70 year old boss is an inspiration in itself. Our guests’ happy reactions on all the little things, that we take care of is again an impowerment to go for every situation and every moment. Life is so precious.

    Thank you for sharing!

    Stephanie.

    NB. I have my job at the café to support my studies and of course, it reignates my joy for my studies all the time and brings new inspirations and aliveness. AH! 🙂

  6. stephanie

    Dear Marie,

    I love your posts, thanks for sharing!

    I work in a little café and LOVE to work there, ALL OUR CREW loves to work there and we have an wonderful over 70 year old boss and she is an inspiration too!
    Things can go so easy and solutions just show up very fast, when we are all in this fine “co-creating” mood. I do this job to finance my studies, but it gives me a lot more than money! A LOT! aliveness and new energie for my studies and more…

    Always fun to read from you 🙂

    Greetings from Switzerland
    Stephanie.

  7. -Marguerite! EXCELLENT. Isn’t it amazing that all people want is the REAL us? It’s the easiest (and sometimes most challenging) thing in the world. Can’t wait to meet you at RHH Live in NYC too 🙂

    -Deanna: Wheh! I’m so glad I made the “delete” cut 🙂 I know how it is when that inbox is filled and I truly appreciate you reading AND taking the time to comment. Truly – made my night.

    Please keep me posted on your book – sounds amazing! I love celebrating fellow authors 🙂

    -Stephanie: You are such a wise woman! Thank you thank you thank you for sharing this. I especially love “I do this job to finance my studies, but it gives me a lot more than money! A LOT” You just nailed the secret to making all your dreams come true. Congrats my friend!

  8. What a beautifully crafted article! Thank you so much!

  9. Hi Marie,

    Your article is PURE GOLD! Not only do I agree wholeheartedly with everything you said, I’m also grateful that you’re creating positive awareness and promotion for our destiny. We are still recovering from the swine flu scare that hit us so hard, and any publicity we can get helps us a lot!

    I cordially invite you to check out our project, Cancun Is Safe! http://www.cancunissafe.com , http://www.twitter.com/cancunissafe

    Cordially yours, cheers from Cancun,
    Camilo

  10. Michael

    Great Insights, loved it

    Michael from Israel

  11. Hi Marie,

    I just read your blog, and I actually just saw you on Ali Brown’s Online Success Workshop DVD (I just bought the system last week) – and I have to say, I’ve never heard from someone like you who I have made such a crazy connection with. What I mean is that I have been recently learning from Lisa Sasevich, and now Ali Brown, but the words you spoke on stage on her DVD as a part of Ali’s platinum mastermind blew me away. You said to be true to yourself. You spoke of your many different interests and how you needed a structure to channel ALL of your energy to design different products that could grow your business (this is the place where I’m at right now); I can TOTALLY relate to the person you are and everything you stand for. You spoke to me so clearly (even though it was a year ago) and I’m so grateful to have a role model out there.
    I’m a mover and a shaker – long story, short, in 2008 I was working as a structural drafter (don’t ask), I had broken up with my fiance, I was miserable and I had a drinking problem which got me in some BIG trouble…flash forward to 2009 – I am a certified personal trainer, I started my own company, working from home 4-6 hrs a day training WOMEN (making the same as I was before working 45 hrs/wk), I married the love of my life, and I am fit, healthy and happy (and sober 🙂 )…
    Basically I am in the process of creating my products to sell and I am trying to stay true to myself instead of the “weight loss industry” like fitness competitions and crazy diets (I like to EAT)! I believe in balance, compassion and loving yourself first and giving and speading your love to everyone. I hope to one day be a part of your mastermind – I am already in the mindset of the place where I know I will be in the future. My husband is on board with me and my passion to empower women everywhere. Thank you for speaking to me in such a dynamic, straightforward way. I hope we meet soon. Thanks again 🙂

    You can see what I do at http://www.katiehumphrey.com! Keep up the AMAZING work!

    Best Regards,
    Katie Humphrey
    Katie Humphrey Fitness

  12. marie

    Hi Katie! Thank you SO much for your comments. Congratulations on making such a huge turnaround and for having an AMAZING business and life!

    Kudos also for staying true to YOU. (after all, your clients want you – not a second rate version of someone else 😉 I would be honored to have you be a member of any of our programs. We’ll be releasing everything we have coming up for 2010 very shortly so stay tuned (if you’re on my list, you’ll get the heads up). I’m truly honored to continue to share and inspire and look forward to getting to know you better.

  13. Dear Marie,
    This Article is very fabulous and wonderful to read and be engaged in.

    I have a product that I designed which I am working on it’s unique qualities, loving in it, making it engaging and innovative. This is a great thought to put into practice to bring not only my imagination into life.. but also my soon to be customers. When it is ready I will send you the info.
    Thank you for this.
    Stephen

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