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Five Star Service, One Star Budget: How to create magic moments for your customers that get you noticed, remembered and referred by Michael Heppell

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Chapter . The difference between one, some, many and all

In How to be Brilliant I wrote about Harry Nicolaides who worked as a concierge, and the truly brilliant influence he had on me and the guests of the Rydges Hotel in Melbourne. It is with deepest regret that I must inform you that Harry has moved on to live in Phuket, Thailand.

The last time I visited Melbourne I arrived in Rydges with an air of anticipation wondering whether the experience would be the same without him. Within 30 minutes of arrival it hit me. Rydges was now another average hotel. Why? Brilliance was the culture of one or two individuals and not of the organization as a whole. I was devastated! The first time I visited I was on my own, this time I had my family with me and ...

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