Can you create a lasting impression for less than a dollar?

A handwritten note and a packet of chocolates cost a hotel 30 cents and 30 seconds. I'm still writing about it years later. Intention beats budget.

Member Experience

Steven Kryger

I've started staying in the same hotel when I travel to Sydney for work. The price is good, the location is convenient and I know my way around.

Last year I checked into my room and this was waiting for me:

This wasn't a one-off. The next time I stayed there was another note and packet of chocolates:

Cost: $0.30 and 30 seconds of time.

Impact: I wrote about it at the time and I'm writing about it now.

This reminded me of a letter that arrived in the mail many years ago from form-builder software Wufoo. The letter was so memorable I kept it:

Neither of these moments involved a costly gift. What stood out in both instances was the intention of the communication.

You're seen. You're appreciated. You matter to us.

These small gestures create the same emotional response as that thank you phone call I've mentioned before. They generate loyalty and turn members into advocates who promote you for free (like I'm doing now!).

The lesson? Delivering memorable member experiences and driving retention is not about how much you spend but how intentional you are.

What simple, unexpected gesture could you introduce to make your members feel genuinely appreciated? The ROI on 30 seconds and 30 cents might surprise you.