When building the Mirage, the size, scope, and cost of the project created a lot of expectations. People couldn’t fathom how something that large could get done, be managed, satisfy expectations, or turn a profit. The thing we kept saying to each other, which became our motto and mission, was to keep the promises that those expectations created. But even that was too big for most to get their heads around so we reduced it to the small promises any one department or individual could make and keep. Like for the HR department: humanizing the application process, making applicants feel appreciated, and responding to every applicant within 10 days of whatever step of the process they were in. That was no small promise with 55,000 applications and up to 6 different steps along the way – but those applicants were to become either our employees or future customers, so we knew it was a promise worth keeping. Like for every employee in general: make eye contact and smile; that was put to the challenge when 35,000 new customers streamed into the building in the first 3 hours after the ribbon cutting. It was our promises and they kept them. When everyone knows what their piece of the quilt is, and is supported to be able to do it, promises, big and small get made and kept. Whatever you’re doing, big or small, build trust by keeping your promises today.
Walter Wangerin Jr. (1944 –2021): American author and educator best known for his religious novels and children's books.
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