Adjust Your Sails

In addition to always being up for a good time, my radar was up to see just what makes this place so special to my friend who could vacation anywhere in the world but keeps choosing to go back to Jamaica’s Half Moon Bay multiple times every year. Having been to a dozen islands in the Caribbean myself (Jamaica not having been among my favorites), I was exceptionally curious.

From the general manager, to the service manager, to the bartenders, the beach attendants, the butler, the housekeeper, the cook, and even the entertainment, they ALL know “Big Jim” and treat him like he’s the most-important visitor they’ll ever have. And wouldn’t you know it, he smiles and treats them in kind.

Jim is a retired restaurant entrepreneur whose knowledge of customer service leaves him “cursed” to notice even the tiniest details (good and bad). And THAT is what makes Half Moon Bay his happy place. They don’t make a mistake. And it’s clearly not just “part of the job” there, it’s the culture.

For what it’s worth, the other dozen of us received the same treatment last week as well. We’d all go back (and we will). Not because it’s sunny. There are a lot of sunny places to choose from. But because Half Moon Bay “gets it,” and has created a culture that gives its customers more than they expect – no matter how much they expect – and always with a friendly smile.

The people of Half Moon Bay earned a customer for life when they did the right thing on Jim Kohn’s first visit, years ago.

You don’t have to keep your A-game on all day if you don’t want to. But you may never know when you missed a golden opportunity because of it.

You never get a second chance to make a first impression. And if you make your A-game the norm in your life, instead of the exception, you’ll be able to overcome the lapses.