Case Review: Feeling Special at Old Imperial Bar, Tokyo
There were many special memories from this visit.
I had mentioned in passing to the bartender, that I had visited their hotel's top floor lounge the other evening. He then asked if I had a good time there, and enquired about the drink I had ordered. (Showing interest: + 1 💖)
I told him it was a special cocktail I had requested that was essentially a coriander martini, and that I really liked the drink.
For that evening, I ordered their Mount Fuji signature cocktail which arrived within 5 minutes. Later, Yoshida-san at the bar presented me with the same coriander drink from the other evening. Turned out that he had gone up to the lounge to acquire the receipt and ingredients for this preferred drink of mine! (Indulging and pampering: + 5 💖)
At one point, I was looking at the bottles on the shelves behind the bar counter and expressed interest in one that had an interesting design. Yoshida-san brought it over to show me and explained the Blanton's Bourbon to me. A horse lover, I really liked how each bottle of the series showcased a different position of the polo rider. The bar had a few of these and Yoshida-san also offered me a tasting sample of the opened bottle. (Showing interest and anticipatory service: + 3 💖)
Later, I enquired about rare Eigeshima Sakura Whisky with another bar colleague, Ido-san. He was knowledgeable about it and showcased a bottle by the same producer but of different range. We also spoke about Suntory whisky. (Strong product knowledge: + 1 💖)
Ido-san also offered to check on the purchase of Sakura Whisky (not available in their bar) as well as recommended some nearby distillery tours. When I expressed interest in Yamazaki whisky, he said he would check with the concierge on this. It was kind of him that he didn't simply refer for ME to approach the concierge for more information. (Showing interest and anticipatory service: + 3💖)
Just before I left the bar, I was presented with a printed sheet showcasing all the different designs of Blanton's Bourbon series (thoughtful with active follow-up: +3 💖)
All the details and surprise gestures lead to a highly personalised experience, an evening of impressive service!
Total Service Bank: Deposit of 16 💖
Reflective thoughts: Compare a "normal" service to what had been experienced at Old Imperial Bar. Strategically map out your service touchpoints and delve deep into how you can excel at each and every stage.