The Netflix 'Play Something' Feature & What You Should Now Start Offering Your Guests

There is enough research to show that more choice, does not mean more happiness. Psychologists David Myers and Robert Lane, conclude that the current abundance of choice often leads to depression and feelings of loneliness.

That is why Netflix created 'Play Something'

When you hit the ‘Play Something’ button, you’ll be instantly met with a series or film we know you’ll love based on what you’ve watched before. Or with one more click you can ‘Play Something Else’ and get:

• A brand new series or film,

• A series or film you’re already watching,

• A series or film on your list, or

• An unfinished series or film you may want to revisit.

Why is is relevant to Hospitality & Service Industries

We love to shower our guests with choices. The more the better. From pillow menus, to tea menus, sleep menus, spa menus to the already every expanding buffet and In Room Dining menus, guests now have an array of choices. The list is endless and the choices are increasing everyday.

As we mentioned in the insight - 'The last best experience that your guest has anywhere becomes the minimum expectation for the experiences they want with you', your guests hope to get what they have experienced and liked anywhere.

Do you have an 'Awesome Anything' process in place?

Actionable Insights

• 'Awesome Anything' is the one thing you are absolutely certain that your guest will like when they say "bring me anything".

• It is a list of things that are presented to the guest, in order, if they do not like the first thing suggested.

• All suggestions are one at a time. Multiple suggestions are not offered in one go.

Real World Example

• Imagine a simple interaction in a restaurant. Let's assume the server knows the guest name and remembers to use it. #[[connected topics]] "Good Evening Ms Bose, welcome to Friday's. What can I get you today?" she says. "Anything" replies Ms Bose. "Coming right up"

• The server brings the guest a dish, a drink and a little something sweet. It is perfect.

Want to make this WOW?

• Remember your guest preferences and history. You can use old school index cards or the latest CRM & AI, but do it. Surprise them with something they knew they craved but were not able to ask for, something from their childhood, or mum's kitchen.

• We know this is an ideal version, but let it be a starting point for your conversation on this. Instead of bringing the dish right away, you could do an elevator pitch for the dish.

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