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What We Can Learn From Exceptional Customer Experiences: The Langdale Chase Story

Reflecting on our blogs over the past few years, we’ve often highlighted customer experience missteps—examples of how not to do it. While these serve as cautionary tales, we’ve overlooked the lessons we can learn from truly exceptional customer experiences. Perhaps it’s because we expect excellence, but there’s so much value in celebrating and analysing it.


Enter the Langdale Chase, a stunning 5-star hotel in the Lake District, perched majestically on the shores of Lake Windermere. Recently refurbished by its owners, Thwaites Brewery, the Langdale Chase offers a masterclass in customer experience. Having stayed there years ago, we decided to treat ourselves to a winter weekend getaway. What followed was an experience that earned the hotel five stars—not just for its amenities but for the thoughtful touches that made us feel truly valued.


The Physical Ambience


First impressions matter, and the Langdale Chase excels. The hotel’s location and architecture are breathtaking, framed by lush gardens and panoramic lake views. A short walk to the jetty reveals a whimsical sign: “Swim suits optional beyond this point.” This playful touch hinted at the hotel’s relaxed and approachable culture.


The Warm Welcome


A genuine greeting sets the tone for any hospitality experience. As we arrived, luggage in tow, the staff immediately welcomed us, seating us comfortably to complete registration. But the Langdale Chase didn’t stop there. Instead of a rushed escort to our rooms, we were invited to settle into a cozy lounge with crackling log fires and complimentary cocktails. This thoughtful pause allowed us to soak in our surroundings and feel at home.


Thoughtful Room Details


When we finally headed to our rooms, we were guided through the history of the house and its recent renovations. Traveling as two couples—one with dogs—we appreciated the hotel’s dog-friendly ethos. The dog-friendly room came equipped with beds, bowls, towels, and personalised dog biscuits bearing the pups’ names. Even a roll of poo bags was thoughtfully provided.

Each room had its own character. One featured a ceiling adorned with heraldic shields, nodding to the house’s original owner, a rope-making magnate. These personalized touches made every space feel unique and rich in story.


Culinary Excellence


As the saying goes, the way to someone’s heart is through their stomach, and the Langdale Chase didn’t disappoint. The dining rooms offered stunning lake views, and the menu highlighted local produce. Afternoon tea was a standout experience, featuring a variety of treats so generous that we couldn’t finish them all—happily taking the leftovers home in a doggy bag to extend the experience.


The Little Things


In a region as weather-variable as the Lake District, the hotel offered a delightful distraction. Scattered throughout were a wide range of intriguing books that invited guests to linger and read, turning what might have been a quick glance into an afternoon of discovery.

It’s these small, thoughtful details — the sign at the jetty, the personalized dog treats, the books — that elevate a good experience to a memorable one.


Lessons for Other Businesses


It’s easy to dismiss luxury hotel experiences as irrelevant to other industries, but there’s much to learn. The principles of outstanding customer experience transcend sectors, whether your product is hospitality or widgets.


  • First Impressions Matter: Onboarding a customer is a crucial moment. A warm, personal touch—like the Langdale’s cocktails or Waitrose’s flowers for first-time delivery customers—sets a lasting positive tone.

  • Focus on the Product: Whether it’s a hotel room or a physical product, quality and creativity matter. Distinctive details make even mundane items memorable.

  • People Make the Difference: The Langdale Chase emphasised hiring empathetic staff rather than over-relying on training. Employing the right people ensures that warmth and authenticity shine through in every interaction.

  • Don’t Let the Customer Forget You: Weeks after our stay, we received a letter from the managing director thanking us and inviting us back. It was a simple yet powerful gesture to maintain the relationship.


Final Thoughts


Exceptional customer experiences don’t happen by accident. They result from deliberate choices—investing in thoughtful details, valuing people, and maintaining a genuine connection. The Langdale Chase shows how it’s done, and their approach offers valuable lessons for any business looking to stand out.

 

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