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Preparedness Planning: Three Vital Steps

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Customer Service: A Tale of Two Hotels

My wife and I were recently guests at a four star hotel and spa. The rooms were comfortable, the views stunning, and the food excellent. We won't be going back.

The reasons are minor. We arrived too late for any spa treatments but were offered the use of the steam and sauna rooms and an outdoor jacuzzi for a nominal fee. However, by the time we reached the jacuzzi, the temperature was a tepid 94 degrees. Eventually we were told that they heated the jacuzzi in the morning but since it was later in the day (3 PM!) the water was cooler. Apparently reprogramming the unit to heat on demand was either too much trouble or the increased heating costs were unacceptable.

The same attitude carried into the restaurant. The food was excellent and served moderately well. However, at the end of the meal we were left abandoned for over a half hour and had to hunt down someone to take our money. Later, when I tried to arrange a wake up call, no one answered at the front desk.

Contrast that with our next hotel. The view was not as spectacular, there was no spa, and the rooms were not the best. As I switched on the overhead light, the bulb blew out. Not a problem as we prefer the bedside lamps anyway but on our way to dinner I thought I'd mention it to the young lady at the front desk. She thanked me for letting her know and since changing the  bulb would take some time (it involved finding a maintenance man and locating a tall ladder), she offered to switch our room. She wanted to make sure that nothing as trivial as a bulb would affect our stay.

That helpful attitude was echoed by every other staff member with whom we had contact. Our dinner guests were delayed, so the restaurant staff had to stay a bit later than usual. You would never have guessed it from the gracious and unhurried way they served the excellent meal. We look forward to our next visit.

Why would we prefer the older hotel over the modern hotel spa? Obviously, It was the service. We were treated as guests at the older hotel. The staff tried to see everything from our perspective and to anticipate needs rather giving priority to their own convenience. It was the little things that made the difference.

So do you view things from the perspective of those your serve or only consider your own needs? It doesn't take much to convince people that you truly care about them - just a slight change of perspective. As in the hotel business, it's the little things that count, not the grand gestures.

Focus, Patience and Dignity: A Tail from the Dog Park

 

Lolita with her prize

Lolita, or Lolly to her friends, is a grande dame of the dog park. A bit of a curmudgeon, she has staked out her personal space and all the regular dogs know to give her a wide berth. Not that she's mean or vicious - she's just dignified and won't put up the shenanigans of the younger dogs. A quick growl and a commanding look is all it takes to remind them that they are in the presence of someone important.

But that doesn't mean that Lolly isn't interested in the goings on at the park. She enjoys her toys and usually gets what she wants. When the other dogs are playing with a toy that Lolly wants, she moves in close and lays down, biding her time. Sooner or later, the other dogs become so immersed in their battle for the toy that they actually ignore it for a few seconds. While their focus is on each other, Lolly darts in and grabs the toy. Her dignity is such that none of the other dogs will contest her right to its possession.

We can learn several lessons from Lolly. The first is the importance of keeping your focus on what you want to achieve. Lolly doesn't allow herself to be distracted by the antics of others. She knows what she wants and keeps her focus on achieving her prize.

The second lesson is the virtue of patience. Lolly is prepared to wait as long as it takes until the perfect moment arrives. Then she acts swiftly and decisively. Make your plan then wait for the conditions to be right to implement it. Remember that timing is everything

One final lesson is the importance of maintaining your dignity. Lolly doesn't lower her standards just to achieve a result. She knows that patience and focus will get her what she wants without compromises.

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