Blanks, Highlights and Sacrifice
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From Ken Beck, re Show #25:
Thought that this was an interesting development based on your
indiehotelier broadcast #25. Measurement system and pay based on how
well they deliver a memorable experience (customer survey), and the top
executive manipulates the survey data so as to be paid more. Ken
MC response:
Of course, "manipulation" comes in many forms...and is sometimes quite
subtle. For instance, altering the the wording on a comment form or
where it is placed can have impact on the results...in favor of the
operator. But, it sounds like this situation is far worse. I guess it
comes back to running an organization based on trust, developing clear
guidelines (the part I missed in the podcast) and hiring the right
people.
Tool Box
Go to the Tool Box. Take some...leave some.
Add them yourself, or send them to us at
indiehotelier@gmail.com
Solutions Squad Unplugged
Live Show, courtesy of Talk Shoe, Friday's at 11 AM EST USA, 724.444.7444, ID#5544
This Weeks Theme- Blanks, Highlights and Sacrifice
BlanksInspired by a recent
Seth Godin post....
If you're pushing out mediocre product or guest experiences that are just good enough...stop!
If the kitchen produces flawed plates...don't serve them.
If housekeeping leaves room dirty...don't rent them
If the only bartender you have is rude...close the bar.
Stopping critical parts of your business brings an immediate attention
and focus...and solutions. Stopping doesn't last long. But, it sure
makes a point.
HighlightsWe often write way too much in an attempt to get a point across. That's why the highlighter was invented. That's why
Cliff's Notes
are so popular in school. As the reader, we really don't want or need
all the minutiae to understand the salient point or concept. The
background, technical specifications and your advertorial emphasis
rarely matter. So, your challenge is to examine your communications,
highlight the important stuff, and seriously consider eliminating the
rest. It saves everyone time and makes things much more clear.
SacrificeWe
tend to start with lofty goals and standards...then, over time, change
the guest experience to something less by making it easier or less
expensive for us. I encourage you to look for the cuts you've made
which impact the standard you're tying to achieve. Also, take note of
the standards you have left uncompromised...celebrate those.
Guests
Deborah Harris
Props & Mentions
Illy Coffee
Florida Gators...Congratulations on NCAA Basketball National Championship
Seth Godin Toyota
Next Show
Friday, April 13th, 11 AM EDT
Song
From the Podsafe Music Network...
Your Face Is Not Enough, 3 Blind Mice