Last week I was in Boracay, in the Philippines, for our annual kickoff with our team there. We held our event at The Mövenpick—a stunning property right on the white, powdery sands of northern Boracay.
With a two-hour time difference between Brisbane and Boracay, I woke early on the first morning and set off for a run along the beach. The sun had barely risen, and the first rays of light were dancing on the impossibly turquoise waters. I noticed that the sand had been raked meticulously, looking almost too pristine to walk on. As I gently tiptoed down to the water, I saw a Mövenpick staff member collecting something from the sand.
As I got closer, I realised he was picking up tiny bits of seaweed that had washed up overnight—small clumps, barely 3-5 cm in size. Nothing dramatic at first glance, but clearly, these remnants were not in line with the impeccable standard of experience that Mövenpick strives to deliver for their guests. It’s a pretty radical policy, one that ensures an absolutely flawless beach.
This simple act got me thinking: every business has its own version of “picking up seaweed.”
In business, it’s easy to overlook the small imperfections—the tiny inconveniences or minor issues that, when left unchecked, can accumulate and detract from an overall experience. Whether it’s a subtle glitch in a customer service process, a minor design oversight in a product, or an internal process that isn’t as streamlined as it could be, these “seaweed moments” can create a ripple effect, impacting customer satisfaction and brand reputation.
Here are three lessons I took away from that early morning run:
- Attention to Detail Matters: Just as the Mövenpick team takes pride in removing every bit of seaweed to create an immaculate beach, we need to be vigilant about the small details in our work. Excellence is often built on the foundation of addressing minor issues before they become significant problems.
- Consistency in Quality: Maintaining a high standard is not a one-off event—it’s a continuous commitment. Consistency is key, whether you’re managing a luxury resort or running a startup. It’s about creating an experience where every customer interaction feels thoughtful and refined.
- Culture of Ownership: The act of picking up seaweed might seem trivial, but it reflects a broader culture of accountability and pride. When every member of a team understands that their contribution—no matter how small—affects the larger picture, an organisation can achieve extraordinary outcomes.
In your business (or your role within a business) are you picking up seaweed? Are you making the small, sometimes overlooked adjustments that elevate the customer experience and drive long-term success?
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If you have an event or conference coming up and would like to get your team or audience focused on elevating your customer experience and inspired to ‘pick up seaweed’ you can book a call with me here.
