Polle de Maagt
Thoughts
collected since 2006

Notes on acts,
not ads.

Newest first. What I think and what I notice: reflections, principles, rituals and organisations that act instead of advertise.

2026
3 OctReflection Good questions, good invitations. AnswersHow do I ask a question that opens the room? 30 SepBest practice The red napkin. AnswersHow do I spot the guest who needs a little extra? 30 SepBest practice Innocent: the banana phone. Acts, not ads 30 SepReflection She put my beer down the wrong way. On purpose. AnswersWhat does a small gesture look like? 30 SepRitual The Van Zummeren trophy for making the game better. AnswersHow do I bring more play into family life? 30 SepBest practice Personalised wine tags. AnswersHow do I make personal attention repeatable? 30 SepPrinciple Thoughtfulness needs a system. AnswersHow do I make personal attention repeatable? 30 SepReflection Beige is not a colour. AnswersHow do I show what we stand for, without saying it? 30 SepRitual Keep a box of proof. AnswersHow do I see what I have already done? 27 SepBest practice Boyfriend waiting line. AnswersHow do I spot the guest who needs a little extra? 27 SepReflection 38° view, not 360° view. AnswersHow much should we know about our guests? 26 SepRitual YES-day. AnswersHow do I bring more play into family life?
2022
8 JanBest practice The Jane's 'Did you know' list. AnswersHow do I make personal attention repeatable?
2020
1 JunReflection Yes, there is a right and a wrong way to do post-its. AnswersHow do I design a meeting or a workshop day? 27 MayBest practice Netflix cancels members who stopped watching. AnswersWhat do I fix first: the basics or the surprises? 20 MayReflection How lobsters grow. AnswersWhat do I do when something no longer fits? 8 MayBest practice Apple’s honest status page. AnswersHow do I repair trust after something went wrong? 19 AprRitual Remote Quarterly Review. AnswersHow do I make time for my own goals? 13 AprPrinciple If you can't fix it with ice cream. AnswersHow do I repair trust after something went wrong? 13 AprPrinciple Deciding on ice cream. AnswersHow do we decide without ending on vanilla? 4 AprBest practice W Hotels: whatever, whenever. Hospitality 27 MarReflection On being late for meetings. AnswersHow do I get everyone's head into the meeting? 20 MarBest practice What a difference two cookies make. AnswersWhat does a small gesture look like? 4 FebReflection The CIA guide to sabotaging companies. AnswersHow do I get a slow change programme moving? 4 FebReflection LEGO: how hard times help you focus. AnswersHow do I focus when everything seems urgent?
2019
28 DecReflection I almost died. This is what I learned. AnswersWhat do I do when something no longer fits? 7 FebBest practice Booking.com hires through its source code. AnswersHow do I show what we stand for, without saying it? 3 JanBest practice VanMoof ships bikes as TVs. Acts, not ads 3 JanReflection On thinking less. AnswersHow do I think less and do more?
2018
21 DecBest practice Kimpton: the CEO’s phone number. Hospitality 21 DecBest practice Kimpton: raid the bar. Hospitality 21 DecBest practice Kimpton: the secret password. Hospitality 21 DecBest practice Kimpton: social hour. Hospitality 21 DecBest practice citizenM: free coffee for the first guest. AnswersHow do I spot the guest who needs a little extra? 21 DecBest practice Disney: housekeeping and the toys. Hospitality
2017
5 MarBest practice The CEO as customer service agent. Acts, not ads 6 FebReflection Un-training staff to act like humans. AnswersHow do I let staff act like humans again?
2012
13 JunBest practice A tribute to Drew. AnswersWhat does a small gesture look like? 11 JunPrinciple The suitcase principle. AnswersWhat do I fix first: the basics or the surprises? 20 AprReflection A plea for scripted authenticity. AnswersHow do I keep kindness from turning into a campaign?
2011
9 DecBest practice Automagic: nine automated mails done right. AnswersHow do I turn an automatic mail into a small act? 23 NovBest practice Zappos: 365 days to return it. Acts, not ads 29 JunReflection Random acts of kindness. AnswersHow do I keep kindness from turning into a campaign? 18 FebReflection Acts, not ads. AnswersHow do I show what we stand for, without saying it?
2010
18 NovBest practice Zappos: let’s wow this person. Acts, not ads 22 AugBest practice Johnny the Bagger. Hospitality
2006
3 JunReflection Hyves for marketers (2006). Acts, not ads
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Polle de Maagt

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