HOW TO BRING OUT THE BEST IN OTHERS
WE NEED TO TRAIN STAFF THAT IT IS THEIR JOB TO FOCUS ON BRINGING OUT THE BEST SIDE OF PERSONALITIES. COME INTO WORK WITH A POSITIVE ATTITUDE, AND GREET EVERYONE YOU ENCOUNTER WARMLY AND SINCERELY. WHEN WE TRAIN OUR STAFF TO STAY ON POINT, OUR GUESTS WILL HAVE A BETTER DAY THAT SETS THE TONE FOR A BETTER OVERALL STAY.
When we bring out the best in others it also brings out the best in our own personalities.
Yet, the travel experience can bring out the worst side of even the nicest guests’ personalities, and on top of that the very reason for travel is not always pleasant. For every guest in town for a wedding there is another visiting for a funeral; for every business traveler in town to hire staff for an expanding company, there is another there to terminate a colleague, settle a lawsuit or close a branch.
In addition to helping our staff better empathize and understand the real-life experiences being played out daily on the other side of the front desk, it is also important to make it a daily mission to bring out the best in others we encounter.
Whereas in it should be a service provider’s job to bring out the best in the guest or customer, most that I encounter seem to read my mood and react accordingly. Most often I try to be the upbeat, gregarious customer, and I usually receive great customer service from everyone and for every VNP there is also the complete opposite set of personalities; I simply refer to these as the “NVNP’S” meaning the Not Very Nice People.
These are the individuals whom we can never seem to satisfy; no matter what we do they will never be happy. You offer to comp a breakfast and they want a comp room; you offer to comp their room and they want you to comp all charges. Now wouldn’t it be nice if our caller ID systems identified these people when they phone in to book? Then our agents could see “NVNP calling on line 1” and answer “Hello? Hellooo? Sorry, can’t hear you!” Or we could put a cookie on their computers that would cause them to find us sold out when they go to book online. There is just one problem with these fantasies though;
I encounter. But sometimes I find myself distracted, disconnected and otherwise out of sync; in these cases I find that I am processed by the service provider like a widget on the assembly line in a factory.
Instead, we need to make it the mission of our service providers to bring out the best in everyone they encounter; to turn things around for even the detached and seemingly cranky individuals.
Truth be told, there is a certain percentage of people in the world who always come across as polite, always friendly and understanding, even when encountering problems. Even when something really bad happens, such as inadvertently checking them into an occupied room, they come back to the front desk and say “Hello again, really sorry to have to bother you, but when we got to the room there were already guests in there. Hate to be such trouble but do you mind switching us?”
I estimate these to be about 5% of the general population; it seems nothing can shatter their happiness and wellbeing. I call these the “VNPS” meaning the Very Nice People.
As many a wise man has said, there is a great balance in the universe. For sunrise there is sunset, for spring there is fall, we would then lose 5% of our revenues. As most finance managers know, this might represent the difference between actually making a small profit at the end of the tax cycle versus breaking even. In other words, we need their business, too.