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.
Today’s Leaders
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
·
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.
Ellen
Castro is a bestselling author. She holds an EdM from
Ellen
Castro 2005.
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Happy Halloween! Are there any ghosts haunting you? Perhaps it is time to look at them in
the eyes.