I love connecting the dots. In any role, any capacity, I’ve always sought to ensure the dots are connected – you want to know your plans are going to come together – so you ensure all the pieces have been looked at, and get the appropriate synergy you expect by fussing over every little detail, being certain they’re all pulling in the same direction.
We spent this past weekend out of town, about an hour away, just far enough to know you’re not home. We enjoyed several meals, a nice room, and some relaxing spa time. The one thing that struck me the most, and always has at this hotel (we’ve been several times), is the incredible staff and their utmost desire to ensure we’re looked after and happy. Every — one. Yes, including the maid and the electrician. Everyone is working at this!
Always greeted with a smile and a friendly hello, the staff is unfaltering. Need a different pillow – “sure, no problem, it’s on its way”. Want to customize your meal – “let me write this down”. Remembered it was my wife’s birthday – “here are some complimentary cocktails, enjoy!”. Can you make it stop raining – well that’s about the only thing they couldn’t do for us.
This level of service did not happen on its own. These people have been trained. Well trained. At this hotel there is clearly a relentless drive to ensure every single employee is pulling in the same direction, towards the same goal – to ensure guests feel welcome, are looked after, and most importantly, tell others about their wonderful stay, and of course, return at a later date. Whoever does the training is certainly getting it right.
AND THEN I learned about the dots they are connecting. And what brilliant dots these are.
While chatting it up with the hostess after a delightful breakfast, we let her know how wonderful our service was, and had been throughout the weekend. Just then, she gave up the secret of their terrific staff. She suggested I write a review on Trip Advisor and be sure to note the name of anyone who particularly stood out. I leave lots of reviews on Trip Advisor, Yelp and Google, so this was no chore. And it’s standard for me to note the name of someone who offered great service. So I had no issue taking her up on her suggestion. BUT she went one step further, and divulged the secret sauce – she said, when an employee gets referenced in a positive light on a review, they get additional COMPENSATION – yup, actual bonus bucks.
THAT’S WHEN I started connecting all the dots they had figured out.
Great reviews on Trip Advisor = more customers. Employees who are noted in a positive light get compensated more = they try harder to please their customers. Happy customers = more great reviews on Trip Advisor. And the loop is closed, the dots all connected. Social proof = staff compensation = happy staff = happy customers = more social ratings = more customers ===. SWEET
I have no idea if those behind this “scheme” understood just how all boats would rise simply by compensating staff for good reviews; if not, they connected all the dots without knowing it. If they did, a hat tip to them – it’s all working!
The only thing I don’t know – what happens to employees who get slammed in a review. Hmm..