Welcome to the October 2005 edition of “Leadership: It’s All About Trust.”
An on-line newsletter from Ellen Castro that addresses
leadership in today’s ever changing world.
I had the good fortune of experiencing EXCEPTIONAL
customer service on my most recent consulting trip to the
· As I checked in, I was greeted by a woman with a warm, inviting smile. There was no bellman at the time, yet she volunteered to help me with my luggage. A young man with jeans overhearing the conversation, offered to help. When we got to the room … yikes … no pounds. He replied with a smile, “No problem, just enjoy your stay.” As it turns out, he was an employee who had dropped by on his day off to say “hi.”
· In the room was fruit and a HANDWRITTEN note saying “Warmest of welcomes to you.” I could feel the warmth.
· EVERYONE (nine countries represented, all ages) was warm, friendly and knew me by name.
· I mentioned I needed to use the internet and they did not have a business center. The response was, “No problem. What time would you like to use it?” At , I was escorted to the General Manager’s office. He welcomed me with a smile, told me to take all the time I needed and would I like a glass of wine. Wow!
The restaurant personnel
were all delightful. I asked a
young lady from
o They respect us.
o They care about us AND take care of us.
o They ask for our opinions on how things can improve and how THEY can improve and then follow through.
She then proceeded to say how most her co-workers (not employees) had planned to stay only for awhile. Instead, they loved being there and found it hard to leave. Loyalty IS alive and well.
The experience reinforced what I already knew. We ARE more alike than different. We ALL want …
· To be respected;
· To be cared for; and
· To feel that we count.
EXCEPTIONAL customer service and free advertising
(Donnington Valley Hotel,
Today’s leaders know as they treat one, they treat all. Thus today’s leaders choose to CREATE trust and community in every single moment, in every single way.
Questions for Reflection
Are you a “bueno jefe?” What do people say behind your back?
How often have you received unsolicited praise, referrals and free advertising?
The choice is ALWAYS yours.
Feel free to share this with a colleague or friend. Your comments and thoughts are always appreciated … I am always learning. Until next time, choose wisely.
Castro is a bestselling author. She holds an EdM from
Ellen Castro 2005. All rights reserved worldwide. If this was forwarded to you and you want your own copy each month, please email email@example.com with “Trust Subscribe” in the subject line. Your name will never be sold or shared. If you prefer to unsubscribe, or received this in error, reply with “Trust Unsubscribe” in the subject line.
Happy Halloween! Are there any ghosts haunting you? Perhaps it is time to look at them in the eyes.
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