Recently I had the pleasure of speaking for Mather LifeWays Splendido – a Retirement Community in Tucson, Arizona. The leaders of Mather LifeWays (which also has locations in the Chicago area) read my book The Celebrity Experience when it first came out in 2008. January of 2013 was the first time I spoke for their organization. As I often do when speaking for retirement communities, I stayed on their property. The arrival experience they created BLEW me AWAY! When I drove in – there was my name on a parking space. I was escorted to my room. There in the room was a red carpet, flowers in my favorite color (red, of course), a gift for my dog Snowball, my favorite magazine, my favorite beverages…you get the idea. When I had dinner in their dining room my name was on the menu! WOW!!!!

My first response was THANK YOU! My second was a question: “Is this just for me, or do you do this for everyone?”

You see – I NEVER expect this kind of treatment – but I have been blessed to receive it occasionally since writing The Celebrity Experience. Many times people say – well, we did this just for you. How lovely – and I so appreciate it.

This time, however, the response was different.

“We do this for EVERY guest!” My host then proceeded to tell me all the amazing things they do for new residents when they move into their community. I’ll let them keep some of their secrets – but let me just say – WOW!!!! Now that’s what makes my day – when someone takes these ideas and implements them for their customers.

So I asked – what’s the difference between you and all the others who like these ideas but just can’t seem to implement them consistently? Here’s what they told me.

1. Choose one or two ideas at a time to Implement.

2. Have all the Conversations you need to have to iron out the logistics.

3. Keep the conversations going- even when they become uncomfortable – until you have a process. Never let it drop.

4. Now you have a Red-Carpet Idea that is part of your process – a Red-Carpet Reality!

Here’s the difference. Most leaders stop at #2. When the conversations get uncomfortable – they just let it drop and proclaim “We tried that – it just didn’t work.” You must keep the conversation going and iron out all the little details until your Red-Carpet Idea becomes the Red-Carpet Reality for your company!

I know you can do it!!!!!