The Competitive Advantage of Stories

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This Week’s Episode:

We can’t be in business without customers and clients. Therefore, how do we stack the deck to earn their patronage? 

My guest today is an expert in the customer experience and more specifically in creating memories. Darren Ross operates the Magic Castle Hotel in Hollywood, CA and has a gift for creating memories unlike anything I’ve ever witnessed before.

Want to know what bothers him about the typical hotel experience, especially at major chains? Or how he uniquely attracts customers? Or how the famous Popsicle Hotline at his hotel operates? In this episode, Darren and I discuss a ton of tantalizing topics including: using story as a competitive advantage, training our service reflex and its impact on creative thinking, behaving *nicely* as a consumer which results in surprises(Hello free upgrade!) and a whole lot more.

What you will learn in this episode:

  • How creating moments earn memories
  • Why business owners should incentivize story creation
  • How to develop a service reflex

Who is Darren?

In 1995, Darren Ross wanted to make a career out of making people happy. So he started working in hospitality with Hyatt Hotels and won an award from the California Tourism Board two years later for “Hospitality Employee of the Year.” He left in 1998 for a spot on the opening management team for the Beach House Hotel in Hermosa Beach, CA where he created its standards of service.

After leaving the Beach House, Darren started a “secret shopping” company focused on restaurants and hotels where he and his staff went undercover to evaluate the customer experience for companies. One of those companies was the private club The Magic Castle in Hollywood. After soliciting his services, the family that owned the club offered him a General Manager position for the hotel of the same name next door. They handed him the keys to managing all three of their properties soon after.

In 2013, Darren created his hotel management company Service Freak Hospitality, LLC and under him, the hotel went from ordinary-looking with limited services to a multi-award-winning business with unique amenities and high customer service levels. Magic Castle Hotel has received the Best Guest Relations in California award from the state’s Hotel Lodging Association six out of the last nine years. It’s also consistently in the top hotels in Los Angeles on Tripadvisor and has been featured multiple times in books, podcasts, and customer service articles.

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Links & Resources

Ready to be unforgettable? Good.

FREE TRAINING: LEARN THE #1 MOST IMPORTANT TOOL THAT YOU NEED TO SUCCEED

  • Increase your confidence
  • Build trust with prospects - fast
  • Stand out against competition
  • Captivate your audience
  • Be the one they remember

You’ll also receive storytelling secrets each week from our show.
One-click unsubscribe if you don't love the free training!

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Ready to be unforgettable? Good.

FREE TRAINING: LEARN THE #1 MOST IMPORTANT TOOL THAT YOU NEED TO SUCCEED

You’ll also receive storytelling secrets each week from our show.
One-click unsubscribe if you don't love the free training!

Image
Ready to be unforgettable? Good.

FREE TRAINING: LEARN THE #1 MOST IMPORTANT TOOL THAT YOU NEED TO SUCCEED

  • Increase your confidence
  • Build trust with prospects - fast
  • Stand out against competition
  • Captivate your audience
  • Be the one they remember
Image
Ready to be unforgettable? Good.

FREE TRAINING: LEARN THE #1 MOST IMPORTANT TOOL THAT YOU NEED TO SUCCEED

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"Storytelling is an art form - and Kymberlee Weil is the master! I’ve been fortunate enough to work with some of the most talented creatives in the world, and Kymberlee is close to the top of that list. She has an uncanny ability to uncover nuance and layers in a story - details often overlooked by the author - and has a deep understanding and connection with the value of well-executed presentation. Working with Kymberlee is more than a journey, it’s a transformative experience."
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JULIAN REEVE

SPEAKER, AUTHOR, FORMER MUSIC DIRECTOR OF HAMILTON
"Kymberlee helped me tremendously in the weeks leading up to my TED talk and afterwards. I have given hundreds of talks to audiences big and small. But the TED stage is a different beast -- every word matters.Kymberlee kept me on point, focused, and she took the time to figure out what my objectives really were and how to get me there. She is a true master of her trade and I am extremely grateful to have had the opportunity to work with and learn from her."
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JUNA KOLLMEIER

ASTROPHYSICIST, TED SPEAKER
"I thought I had public speaking down pat. I've addressed audiences all over the world ranging from 62 to 1000 people. But going into that red circle at TEDx, and connecting with a vastly diverse audience is like moving to another planet. Kymberlee made that move effortless and exciting. As a former Green Beret, I have followed a lot of quality leaders and coaches, and I would follow Kymberlee anywhere… Especially into the red circle."
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LTC (RET.) SCOTT MANN

GREEN BERET, ENTREPRENEUR, STORYTELLER, TRAINER, COACH, AUTHOR