Going the Extra Mile: What Small Business Owners Can Learn from Bellhops

The Story (Quick Recap)

When new Bellhops employee Walter Carr’s car broke down the night before his first day of work, he walked over 20 miles overnight to make it to the job. A police officer found him walking, learned his story, and helped him. When Bellhops CEO Luke Marklin heard what Walter had done, he personally drove to meet Walter and gave him his own car as a gift. The story quickly went viral, bringing national attention to Bellhops.

5 Takeaways for Small Business Owners & Startup Founders

1. Reward Extraordinary Effort in Extraordinary Ways

(01:10) Great leaders recognize people who go above and beyond. Personal gestures resonate far more than routine rewards.

2. Create Shareable Moments (Without Forcing It)

(01:35) Authentic actions often generate the most powerful stories. Focus on your mission and culture, and let natural moments emerge.

3. Maximize Positive Publicity When It Happens

(2:00) When good press appears, engage with it. Share the story across social, email, and press channels. Position it as a reflection of your company’s values.

4. Authenticity Drives Virality

(2:00) The world is drawn to real, emotional stories. This wasn’t a PR stunt. It was a genuine act that people connected with. Avoid overproduced marketing when real stories exist.

5. Small Moments Build Brand Identity

(1:35)  One small moment can define how the world sees your brand. Always be watching for employee or customer stories that reflect who you are as a company.

The Big Lesson:

When you invest in your people and act with genuine care, your company culture becomes your best marketing.