The Extra Mile

I was recently given the wonderful opportunity to work with Paragon Casino Resort, a fabulous property in Marksville, Louisiana.  When I tell the following story, I tell it with a kind of pride that much of the team at Paragon exudes. 

In the middle of the casino, there is a 1950s-style diner called Roxy's.  The management at Roxy’s works hand-in-hand with their exceptionally friendly and capable servers.  Although most of the servers are phenomenal, one server in particular stands out, a woman named Yvette.  She greets you with genuinely warm southern hospitality.  She approaches the table, introduces herself, and calls you “baby.”  Granted, this may not work in New York, but it sure works in Marksville, Louisiana.  With a smile on her face, Yvette constantly focuses on her guests. She communicates well, and she up-sells with ease. Yvette is a superstar.

But here's the kicker.  Yvette walks around with red pens on which smiley faces are printed, as well as her name and the name of the property.  No one else has these pens, for Yvette special ordered them with her own money.  By doing that, she invested in herself, her career, her family, and in her property.  Upon wishing her guests well, Yvette offers each guest a pen and reminds them of her name by pointing it out on the pen.  She casually informs her guests when she will be working again, and she invites them back to pay her a visit.  People wait in line just to socialize with Yvette, and it goes without saying that she is a top earner. 

In order for Yvette to be successful, several things had to happen.  First, someone recognized her personality as an asset and hired her.  For years I've encouraged my clients to hire on personality.  Second, Yvette was perfectly positioned within the organization.  If Yvette had worked as a server in Paragon’s fine dining establishment, she would not have been nearly as successful or happy. This is the ultimate win-win.  Third, management was flexible and secure enough to encourage Yvette to perform her assigned tasks creatively while branding herself as yet another reason to visit the property.  Remember the old adage: there is pride in ownership.

I cannot tell you whether all team members at Paragon are encouraged to do the same. All I can tell you is that months later, I hold a red pen in my hand, and a smile crosses my face as I tell you the story of Yvette, my server at Roxy’s.

If you would like to contribute an idea for an up coming article or want more information about the many services I provide including the You Are The Star food and beverage workshop, please visit my web site at www.PsCompetitiveEdge.com.  

Until next time, continue to strive for excellence!