We’re all faced with things – good and bad, that happen in our lives. How you react is a window into how you view the world.
· How you
· React to the
· Things that happen
· Says a lot about your
· Overall sense of optimism.
When we started interviewing people for the Mirage, my plan was to first screen applicants for something that would be important to good customer service – we decided that it was how they reacted to being interrupted. We figured that interruptions were pretty much an everyday occurrence with service workers – customers interrupting what those workers were doing to ask for assistance or answers. We even had an informal test – I interrupted each applicant as they were walking towards the recruiting office with a handshake and introduction and watched how they responded. Interestingly, we found that those who responded positively turned out to be more flexible, open, and curious - traits that we believed would be good in the way we dealt with customers. It wasn’t very scientific, but the theory proved to be correct, and our employees proved to be great at responding positively to anything guests wanted. Most of the time, employees in the hospitality industry go from one interruption to the next and their ability to keep going with a smile is critical to customer satisfaction and the company’s performance. Whether an interruption or a crisis – how we respond is critical. Learn from everything that happens today.
Andrew Stephen “Andy” Grove (born András István Gróf; 1936 – 2016): Hungarian-American businessman and engineer who served as the third CEO of Intel Corporation.
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