“I’ll be more enthusiastic about encouraging thinking outside the box when there’s evidence of any thinking going on inside it.” ~Terry Pratchett
I’m sitting in a hotel room. It looks exactly like the one I was in last week. That idea comforts and disturbs me. I could be anywhere. Yet according to this ad, this is what business travel looks like: 
Yep, that’s me, prancing across the lobby. If that’s supposed to be my check-in experience, I’m doing something wrong. Yet when I checked-in this morning, there was a difference: the person working at the front desk (Jimmy). His attitude pulled me out of what I call my “travel apathy” (if you say it really fast, it’s one word). You just said it 3 times, didn’t you?
He noted I’d been a guest here before and welcomed me back. I responded politely (that’s travel apathy). He asks, “What do you do that allows you to travel so much?” I gave him the 30 second, canned version (what’s it called? Yep…travel apathy). He gave me a great big smile, “That must be so much fun! AND you get to travel.” Someone drank the kool-aid.
Suddenly I felt like I owed him more than polite responses, because he was connecting, being real, being human. And…he knocked the travel apathy right outta me! I was actually reminded that I love what I do, and that’s why I do it. I expanded on my response and allowed myself to connect. May not seem like much to you, but I’d left for the airport at 5 AM, and I prefer to only see 5 in the PM.
Jimmy reminded me that I’m here for a reason. He reminded me. And I guess Mr. Marriott is not just blogging (Home), he’s inspiring. One of his employees is making a difference.
So who will you inspire? One person can make a difference. You won’t always know the who, what, when, where, how and why…but you will inspire. Go for it.
Print This Post
{ 10 comments… read them below or add one }
OK, so this kind of pertains to what you’re talking (bloggin’) about: I was recently inspired by a new employee. That’s right, Mr. Personality got a taste of humble pie from a new recruit! As a trainer, I usually spend a lot of one-on-one time (no comments please) with new employees before I send them on to the manager for their hand’s-on (again, no comments) training. However, last week I took the opportunity to shadow my new teller to see how well my training paid off. First of all, she did great, which I totally credit myself for. However, what surprised me was her ability to connect with every member she helped. She actually observed something about them, either their personal appearance or account information, and found a way to connect with them. Almost everyone walked away with a smile on their face, and many ended up with a new product or service. Excuse me? I hadn’t even begun to go over my sales and service training, yet here was a new employee exemplifying our expectations and living our Service Promises. Not only did I realize that we definitely hired the right person, but I started pointing out her behaviors to some of our more (ahem) apathetic employees. It was great to see someone going beyond a referral, and making a personal connection in order to build trust. Best, Jake
Jake…you make some fantastic points. What I especially like (besides your quick wit!) is that you are always open to learning, no matter what form the teacher takes. In this case, your new employee became a teacher. Your leadership shines when you are open to learning! I’m guessing that she makes a great fit within your culture and somebody spotted that during the interview. I’m glad you take credit for her success…I would expect nothing less (insert laughter). What a gift when an employee “gets it” right from the start. And how fortunate for her that you are aware of her willingness and ability to make a connection with the people she encounters….to personalize the interaction so they have an experience rather than just complete a transaction. I like that she is also demonstrating to the apathetic employees how it can be done. Sometimes that’s what it takes to pull them out of their glossy eyed haze of indifference. Kudos to you for recognizing her value so early in her employment with you. Thank you for taking the time to share such a great experience!
Cheers, Jen
A long time ago, I was working in a retail electronics chain. One afternoon a lady came in to inquire about a stereo system. I was having a bad day and it was about to get worse. I half listened to her talk about the pricing at our competitors, then responded with a shrug and said AND? Her face got red as she turned around and left. She returned 30 minutes later to wave the receipt from our competition, for the stereo she bought. She loudly told anyone within earshot how she had been treated so nicely by the other sales rep that she bought all the accessories and extended warranties. I was quite red faced as she left.
I had been an outstanding employee, gotten awards for excellent service, gotten bonuses as a result of reports from secret shoppers and had blown all the good will in one bad moment.
I learned a valuable lesson that day each time I’m with a client or prospect. I try to remember that when I see people who are having bad days. I also appreciate it more when I run into someone like you both describe.
Hi Marty…thank you for sharing your experience. I’m honored that you chose this blog to reveal a “less than stellar moment” in your career. We all have them, yet few of us are willing to be so transparent and vulnerable. Your honest assessment of this moment is commendable! Rather than criticizing the customer, you acknowledged a missed opportunity to WOW the customer with excellent service. What impresses me most is that you allow yourself to learn from your mistakes rather than repeat them. That is a sign of maturity, leadership and personal responsibility. I appreciate your comment and know that others (including myself) can see themselves in this experience.
With the utmost respect, Jen
Actually Jen, if I knew who she was, I would apologize to her today and also thank her for the lesson. It took a long time to learn that a dose of humility is good for the soul and her lesson sure helped.
Many people look past the person behind the counter, almost as if they are not worthy of our attention. Yet, we never know what gifts they might be to us without being open to those connections. That young man had a gift. Your gift to him was letting him share that gift to you.
Regards…Marty
Marty…thank you for sharing your gift with all of our readers. All the best, Jen
Jen,
I recently met a person who subscribes to my blog. They encouraged me by showing me genuine honor. They opened to door to their influence in my life by show respect to me.
I’m not sure if you allow links here but I wrote about it at http://leadershipfreak.wordpress.com/2010/03/30/honor-opens-the-door-to-influence/
Thank you for your blog
Leadership Freak
Dan Rockwell
Hi Dan, Thank you for sharing your blog here. I find value in all your posts! What I love about this particular post is, “If you want to lead others, don’t pressure them, honor them. Don’t demand influence, extend respect”. That’s powerful. We have so many opportunities to connect with others, we just have to be open and receptive to the moment.
It’s an honor to share “blog space” with you. I hope others read your blog and are inspired by it as I was. Thank you, Jen
Hi Jen… Being in the field of education, I am reminded over and over again how much I learn each day. It may be from a supervisor, a coworker, one of my staff, or even one of the 3-year-olds at my center! I, too, love what I do, but there are times that I know that I am just going through the motions… doing what I need to do to get to the end of the day. But there are moments that make me remember why I do what I do. Take the other day… I was in my office, taking advantage of a quiet moment, and one of my staff walked in. I looked up, smiled, said hi and asked what I could do for her. “Nothing” was her response. She continued to tell me that she was there simply to say hi and ask how I was doing. Wow. That sure doesn’t happen very often! When I asked what made her extend herself like that, she said “With all that you do for me and the rest of the staff, I wanted to make sure someone was looking after you.” I have to say, I was dumbfounded. I was so struck by her sincerity, I was really moved. These are the times that remind me that I love what I do, and that what I do makes a difference. Sometimes we all need that reminder.
Thanks for your blog, Jen!
Tina
Hi Tina,
Thank you for taking the time to share your experience. You clearly are open to learning (and I love that you are willing to learn from a 3 year old…some of the best insight comes from children). Your openness also allows you to understand the difference you are making, and that others are making, no matter their role in our jobs or lives. Your team is clearly fortunate to have you on board, and you’ve created an environment where people are encouraged by each other. What a fabulous moment to have a staff member let you know that you’re making a difference! And how wonderful that it reminded you of the difference you are making. I agree…we all need that reminder from time to time.
All the best, Jen
{ 1 trackback }