Companies often preach excellence like it’s easy to achieve. But it’s not.
· Most of what we consume is mass produced and marketed.
· Over time, that’s what we become used to.
· Breaking those habits is hard.
· But not impossible.
From experience, I know the market size of the 1-, 2-, and 3-star hospitality offerings and the number of people who stay in and work for them. Also from experience, I know what it takes to operate a 4- and 5-star resort and how to get employees to operate at that level. We understood that excellence made some of them nervous, mostly because they hadn’t experienced it or worked in that kind of environment. So, first we had to show and convince them that it didn’t take any extra effort, only extra care, and focus. Then we showed them what it felt like to be on the receiving end of that level of service – they understood the difference immediately. And lastly, we took adequate time to train them, made sure they had the necessary tools, coached them as needed, and recognized and reinforced their efforts. That combination of strategies helped overcome their worry. And then we turned them loose on our… no, their, guests. It was an atmosphere where everyone felt good – about how they performed and how people appreciated it. Excellence was its own reward. Don’t shy away from trying to create excellence. Explain it, support it, and celebrate it today.
Shana Alexander (1925 – 2005): American journalist who was the first woman staff writer and columnist for Life magazine; she participated in the "Point-Counterpoint" debate segments of 60 Minutes, in the late 1970s, with conservative James J. Kilpatrick.
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