Monday, March 21, 2011

Customer service counts

     Over the weekend I stopped at a large evening event and the parking lot was jam packed.  I saw a parking spot and as I waited for the car to back out a large truck cut swooped around me and parked in the spot.   The hotel shuttle driver witness what had happened and pulled his cart up next to my car and signaled to follow him.  He took me to the front of the parking lot and showed me a space marked - Hotel Employee of the Month.  He explained to me the employee of the month was on vacation and he was sure she would not mind me parking in her space.
     With that said he drove off . . .I am sure the hotel will never know what their shuttle drive had done.  However when I arrived at work today I asked our conference planner to call the hotel to have them send  information to have our conference at their hotel.  That one nice sweet gesture will net the hotel over $150,000 in conference revenue.
     That is why customer service matters - you never know who you are helping or who is watching!

Thursday, March 17, 2011

Leadership Tips for women

Frances Hesselbein has long been considered a leader in the not for profit sector.  Her latest book provider excellent tips on leadership and how leaders must "carry a large bucket."   The book reviews her tenure at the Girl Scouts and the various challenges and opportunities that arose during her time.  This book is a must read.