I recently finished several guest service and leadership training sessions with some really genuine folks in the Midwest. One of my most critical themes addressed living beyond yourself and making every one else's day special; to become a conduit of love and a representative of something better. I spoke with these individuals about the difference between holding a job, being a professional and having a larger mission that can be fulfilled with each guest interaction.
Before and after training sessions I would often sit in my hotel lobby observing the staff. I was amazed by a man I'll call "Ward" who humbly described himself as the "Chief Cook and Bottle Washer." He is responsible for the meeting rooms, the morning buffet and the lobby's appearance which, by the way, was immaculate. He greeted everyone with a smile and emitted positive energy. Every day seemed to be a great day for Ward and although his co-workers and guests often responded with negativity he maintained a cheery countenance. He went out of his way to make sure his guest's needs were fulfilled and he anticipated future needs so he could fulfill them before anyone even knew they would have them.
Twice during the week I showed up a little too late for breakfast. Ward saw me and told me he had missed me. Although breakfast had officially ended he found some food for me and turned the juice machine on without me even asking. When I was getting ready to check out Ward asked me my name. He remembered that I was traveling back to Arizona and encouraged me to come back to visit when not conducting business.
I was particularly amazed because Ward is noticeably physically challenged, yet he maintained a professional, positive attitude and his approach to his job was a shining example of what I call a "Guest Service Magical Ambassador." He set a truly remarkable example!
By contrast, when I checked out I asked the attendant at the front desk how he was. He told me he did not want to be there. He never asked me if I enjoyed my stay nor did he use my name or invite me back.
As I traveled back to Arizona I found myself contemplating the differences between these two individuals. One has significant challenges yet he left me feeling like I have a friend in Wisconsin. The other one seemingly has everything going for him, but he left me feeling as though I was inconsequential, with no particular desire to return.
So what really is the difference? It all comes down to one thing... attitude. I once heard that there are no mediocre tasks only mediocre attitudes.
I am reminded of what Martin Luther King, Jr. said in a speech in 1956 in Montgomery, Alabama:
"If it falls your lot to be a street sweeper, sweep streets like Michelangelo painted pictures, like Shakespeare wrote poetry, like Beethoven composed music; sweep streets so well that all the host of heaven and earth will have to pause and say, 'Here lived a great street sweeper, who swept his job well.'"I am also reminded of a passage in Viktor Frankl's book, Man's Search for Meaning:
"We who lived in concentration camps can remember the men who walked through the huts comforting others, giving away their last piece of bread. They may have been few in number, but they offer sufficient proof that everything can be taken from a man but one thing: the last of the human freedoms - to choose one's attitude in any given set of circumstances, to choose one's own way."In today's society, when so many are focused upon themselves, I encourage you to go beyond "self" and be the difference.
As you move through this day say to yourself, "I am someone who makes a difference."
Call me to discuss how together we can help your team make a difference to your guests! Let's make your guests feel like they are visiting friends when they visit your property. Then sit back and watch your business soar!
I am available for you at 520-977-5695 or feel free to visit the website for more information at www.PsCompetitiveEdge.com .
Until next time, continue to strive for excellence!
Peter Scott| |
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