The Expected and Unexpected

I recently found some notes I had taken on a visit to The Castle Inn Hotel in Rhode Island - USA. Here are my notations...

• Arrived - car door opened by concierge (expected)
• Luggage carried to reception (expected)
• Asked if I would like coffee while I waited for the room (unexpected)
• Given a welcome pack that also included weather forecast for next 3 days (unexpected)
• Personally shown to my room (unexpected)
• Given a personal tour of my room and how to use appliances, fireplace etc. (unexpected)
• Lunch - personal service, great food and wine (expected)
• Made something to my liking that wasn't on the menu (unexpected)
• Arrived back to my room after dinner to find chocolates and a robe laid out on my bed (unexpected); Bed was prepared for sleeping (unexpected); Radio playing classical music with mood lighting set (unexpected); Weather forecast note also laid on my bed (unexpected)

What if all businesses took some time to provide the unexpected. I'd expect customers would keep coming back, just like I will return to the Castle Inn