Covey - The 7 habits of highly effective people
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"Everybody," he replied.<br />
"Everybody? Really, everybody?"<br />
"Yes."<br />
"Housekeepers?"<br />
"Yes."<br />
"Waitresses?"<br />
"Yes."<br />
"Desk clerks?"<br />
"Yes. Do you want to see the mission statement written by the <strong>people</strong> who greeted you<br />
last night?"<br />
He pulled out a mission statement that they, themselves, had written that was<br />
interwoven with all the other mission statements. Everyone, at every level, was involved.<br />
<strong>The</strong> mission statement for that hotel was the hub <strong>of</strong> a great wheel. It spawned the<br />
thoughtful, more specialized mission statements <strong>of</strong> particular groups <strong>of</strong> employees. It<br />
was used as the criterion for every decision that was made. It clarified what those <strong>people</strong><br />
stood for -- how they related to the customer, how they related to each other. It affected<br />
the style <strong>of</strong> the managers and the leaders. It affected the compensation system. It affected<br />
the kind <strong>of</strong> <strong>people</strong> they recruited and how they trained and developed them. Every<br />
aspect <strong>of</strong> that organization, essentially, was a function <strong>of</strong> that hub, that mission statement.<br />
I later visited another hotel in the same chain, and the first thing I did when I checked in<br />
was to ask to see their mission statement, which they promptly gave me. At this hotel, I<br />
came to understand the motto "Uncompromising personalized service" a little more.<br />
For a three-day period, I watched every conceivable situation where service was called<br />
for. I always found that service was delivered in a very impressive, excellent way. But it<br />
was always also very personalized. For instance, in the swimming area I asked the<br />
attendant where the drinking fountain was. He walked me to it.<br />
But the thing that impressed me the very most was to see an employee, on his own, admit<br />
a mistake to his boss. We ordered room service, and were told when it would be<br />
delivered to the room. On the way to our room, the room service person spilled the hot<br />
chocolate, and it took a few extra minutes to go back and change the linen on the tray and<br />
replace the drink. So the room service was about fifteen minutes late, which was really<br />
not that important to us.<br />
Nevertheless, the next morning the room service manager phoned us to apologize and<br />
invited us to have either the buffet breakfast or a room service breakfast, compliments <strong>of</strong><br />
the hotel, to in some way compensate for the inconvenience.<br />
What does it say about the culture <strong>of</strong> an organization when an employee admits his own<br />
mistake, unknown to anyone else, to the manager so that customer or guest is better<br />
taken care <strong>of</strong>!<br />
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