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Success Newsletters

Vol 8, Num 5 May 2008

In this Edition
1. Do as You Say You Will
2. Inspirational Quotes
3. Recommended Reading

Do as You Say You Will
I recently stayed in a very large hotel, one of the more established, recognized and successful chains in the world. Not unusual for me to stay in a hotel, as I am on the road so much, but my observations from my stay there I thought were worthy of this months newsletter.
Checking in this hotel was excellent, very efficient. The staff was courteous, the room was great, and featured all the bells and whistles. I switched on the TV in the room and before you could click on the channels there was an infomercial for the hotel expressing “extraordinary” service from the concierge at the hotel, no request would be too much trouble. In fact they over dramatized this on their infomercial showing how their staff would go beyond the call of duty to satisfy a guests needs and request.

On my second morning in the hotel, a situation arose where I needed some help and I immediately turned to the concierge for what I felt was a simple request. I could not have been more wrong. The person on duty that morning was obviously not familiar with the infomercial. They were not friendly at all, and instead of listening attentively to my request and looking after me, the guest, this individual proceeded to tell me all the reasons why this, really simple, request could not be looked after. They showed no empathy at all. All I heard was the objections, not any way in which they could help me.

I walked away in the finish with my head shaking and told them to forget it. On my way out of the hotel that morning, I saw my friendly chambermaid Rose. For some reason, I chose to tell my story to Rose, not that I thought she could help, but more to vent. Within 30 seconds, Rose took charge and looked after my request. No problem at all.

The lessons I learned from my encounter at the hotel, that apply as much to business as to life itself, were:

Live up to what you say you are going to do. Do not over promise, and certainly never under deliver. Always live up to expectations and exceed them if you can. Walk the walk, because talk is cheap.

Show empathy and concern. A request that to you may not seem that important may be vital to the person requesting it. Show this in your words and your actions. Your body language tells a person if you are truly interested and concerned about their situation or not.

People want to hear solutions to their problems, or at least ways to find a solution. They are focused on reasons for it to succeed, not all the reasons why it can’t be done. Be a problem solver, a solution finder.

Although it is hard to do sometimes, do not judge an entire organization by one person’s actions. If you are not getting satisfaction from that one person, find someone else who is more compassionate, hence my experience with Rose.

Everybody deserves a second chance. But not a third chance. Competition is fierce today. People will take their business elsewhere if you do not create an experience for them or if you do not live up to and meet the expectations you set through your service and brand.

You have heard me mention this many times before, but consistency is everything. To be successful as an individual or as an organization you must be consistent in your daily actions, not up and down or an obvious victim of good days and bad days. Focus on being consistent and delivering every time. This will set any organization or individual apart from the competition. Do as you say you will.

This one may seem like a no brainer, but be friendly. Smile, be a nice person. Those who serve are those who rule!!!

INSPIRATIONAL QUOTES
“Your vision will become clearer only when you look into your heart. Those who look outside, dream, those who look inside, awaken” Carl Jung

RECOMMENDED READING

Chicken Soup for The Soul: Life Lessons for Mastering the Law of Attraction. 7 Essential Ingredients for Living a Prosperous Life

I must say I am a little bias about this book as I am one of the contributing authors but it is truly an excellent book with many life and business lessons inside about the law of attraction. There are some terrific inspiring personal stories, and as with all chicken soup books, it offers great value. I am personally honored to be associated with such an amazing book.

Date Added: May 30, 2008 | Comments (0) | Filed under: Newsletters



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