Remarkability
challenging you to bring everything remarkable that you are to everything you do!
Friday, 11 July 2008
Alto Hotel On Bourke Street, Melbourne
I have just returned from a trip to freezing Melbourne. I stayed at the Alto Hotel in Bourke Street. This place never ceases to amaze me. I have stayed there three times previous and already the staff know me by name and call me by name. Not only that their teamwork is exceptional. I checked in and went to my room to drop my bags. By the time I made it up to my room and back down to the restaurant the front desk had alerted the restaurant staff that I had arrived and Francis the Head waiter greeted me at the door and made me welcome, again greeting me by name.
This extra effort will keep me going back for more, the rooms are well priced,clean and I feel welcome. The thing I admire most though is their teamwork and customer service focus. They work hard at making each other look good and in turn the customers (that would be me) keep coming back. Well done Alto Hotel staff, I salute you!
Continue to Be Remarkable!
Lindsay
Team Transformer
This extra effort will keep me going back for more, the rooms are well priced,clean and I feel welcome. The thing I admire most though is their teamwork and customer service focus. They work hard at making each other look good and in turn the customers (that would be me) keep coming back. Well done Alto Hotel staff, I salute you!
Continue to Be Remarkable!
Lindsay
Team Transformer
Labels: Customer Service, Lindsay, Teamwork
Tuesday, 8 July 2008
Never Miss a Chance to Say Well Done
I just spent three hours today with a client reviewing their years progress and making plans for the coming months. The business owner was very happy with the efforts of his team and the profit the company had made. Sitting back with a smug look on his face I said "OK, what's next?" His reply, "get back to work". "Not so fast" was my response. I want you to now go and say thanks to each and every member of the team for their part in making this such a successful year.
He pondered this for a while before figuring out how he would do that in a way that was appropriate for each of his eleven staff. Saying thanks for a job well done is crucial if you want your team to back up and do it all over again and again.
As the financial year has just closed, make the effort now to go congratulate your team for their efforts and renew their enthusiasm for the coming year.
Be remarkable
Lindsya Adams
Team Transformer
He pondered this for a while before figuring out how he would do that in a way that was appropriate for each of his eleven staff. Saying thanks for a job well done is crucial if you want your team to back up and do it all over again and again.
As the financial year has just closed, make the effort now to go congratulate your team for their efforts and renew their enthusiasm for the coming year.
Be remarkable
Lindsya Adams
Team Transformer
Labels: Celebrating Success, Lindsay, Teamwork
Friday, 4 July 2008
Decision Making Gone Right at Qantas
I flew home to Brisbane from Sydney last Saturday night on Qantas. I went to the front of the airplane to go to the toilet just after take off. Unfortunately for me, someone had just beaten me to the facilities. So I began chatting to the flight attendant. I was lamenting the fact that I had been away from home all week and would be getting home just in time to repack my bags and leave again the next day for another week away.The flight attendant made a stunning decision and offered me a glass of wine while I was waiting. I was impressed, she understood my situation and gave me something which is not normally available to travellers for free on a saturday evening flight. Not only that after I had used the facilities she sent me back to my seat with my wine and two chocolates, one for me and one for my travelling companion.When I left the flight in Brisbane she wished me a safe trip to Singapore the following day. This person made a decision about giving me service outside the norm. OK it was only a glass of wine , BUT it was a magnificent gesture and was given with pure intent. Are your staff empowered to make the right decisions every day? Do you make the right decisions every day? Give it a go, customers new and old appreciate it!
Be Remarkable
Lindsay
Team Transformer
Be Remarkable
Lindsay
Team Transformer
Labels: Decision Making, Lindsay, Teamwork
Saturday, 15 December 2007
Teamwork at Traders Hotel, Kuala Lumpur
I am travelling and working with my wife Debby in Asia at present. We are staying at the Traders Hotel, Kuala Lumpur next to the Kuala Lumpur Convention Centre. Yesterday we went to breakfast and as we were being shown to our table Debby slipped and fell to the floor. She was embarrassed and a little flustered of course. The attending staff helped her to her feet and settled her in the chair. What happened next impressed and delighted me. The staff member of course asked if Debby was OK and could he assist in any way. She emphatically replied that she was OK and would just sit for a moment.This is where the team work began.
Moments later another team member arrived and asked if she could be of assistance, again Debby replied she was OK. Minutes later the Restaurant Manager, a Mr Wong arrived and enquired about her health. He offered to call a doctor if necessary or provide any other assistance. Again his offer was graciously acknowledged and refused.We sat and ate some breakfast toegther and as time wore on Debby's shoulder began to ache, it has not been the best of late with some ongoing pain present. It seemed the fall had aggravated the shoulder.
I left the table and asked Mr Wong if I could arrange for a massage for her shoulder to alleviate the pain. Minutes later, Mr Wong's boss arrived to check on Debby and informed us that a massage had been organised and it would be provided as a complimentary service for us by the hotel. The good news is that the massage had the desired affect and her shoulder is now fine, thankfully! The best news is that when we arrived for breakfast this morning most of the staff who approached our table including Mr Wong enquired about Debby's wellbeing and again offered any further assistance if necessary.
Some of you reading this may be thinking the hotel was simply fulfilling their duty of care and helping to avoid and legal ramifications, yes that may be true. Even if that were the case they still exhibited excellent team work when team work was most necessary. Each of the team members supported each other and reported the incident up the chain to resolve the issue at hand. All team members kept each other informed on progress and focussed on calmly solving the issue and creating the best outcome for the team and the customer. Not only that they have created a lasting impression as a caring and customer focussed team within a large organisation which can sometimes be a little impersonal. For anyone who has stayed in a large hotel with over 500 rooms you would understand it is easy to become lost among the relentless sea of guests that wash through such hotels.
So thank you to the staff at the Gobo Chit Chat Lounge at the Traders Hotel for making our stay pleasant under trying conditions and congratulations on your excellent team work.
Moments later another team member arrived and asked if she could be of assistance, again Debby replied she was OK. Minutes later the Restaurant Manager, a Mr Wong arrived and enquired about her health. He offered to call a doctor if necessary or provide any other assistance. Again his offer was graciously acknowledged and refused.We sat and ate some breakfast toegther and as time wore on Debby's shoulder began to ache, it has not been the best of late with some ongoing pain present. It seemed the fall had aggravated the shoulder.
I left the table and asked Mr Wong if I could arrange for a massage for her shoulder to alleviate the pain. Minutes later, Mr Wong's boss arrived to check on Debby and informed us that a massage had been organised and it would be provided as a complimentary service for us by the hotel. The good news is that the massage had the desired affect and her shoulder is now fine, thankfully! The best news is that when we arrived for breakfast this morning most of the staff who approached our table including Mr Wong enquired about Debby's wellbeing and again offered any further assistance if necessary.
Some of you reading this may be thinking the hotel was simply fulfilling their duty of care and helping to avoid and legal ramifications, yes that may be true. Even if that were the case they still exhibited excellent team work when team work was most necessary. Each of the team members supported each other and reported the incident up the chain to resolve the issue at hand. All team members kept each other informed on progress and focussed on calmly solving the issue and creating the best outcome for the team and the customer. Not only that they have created a lasting impression as a caring and customer focussed team within a large organisation which can sometimes be a little impersonal. For anyone who has stayed in a large hotel with over 500 rooms you would understand it is easy to become lost among the relentless sea of guests that wash through such hotels.
So thank you to the staff at the Gobo Chit Chat Lounge at the Traders Hotel for making our stay pleasant under trying conditions and congratulations on your excellent team work.
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