Tuesday, May 12

Saying Thanks

I believe everything is about relationships, and nothing builds good will as much as saying a genuine thanks to your loyal customers.  When you hold an event or stay at a Kimpton Hotel, you feel that every staff member is really paying attention to you and wants you to have the best possible experience with them.  I know.  I stay at Kimpton hotels whenever possible. My dog, Elvis, and I attend our local Hotel Monaco’s doggie happy hour.  Every morning as part of our walk, we visit their front desk where the staff happily gives him a treat. 

Last week, I had the good fortune to be the speaker at the DC-area Kimpton Hotels’ thank you luncheon for loyal guests.  I began by giving each attendee a copy of my book, HUM.  Given the diversity and experience level of the guests, I decided to engage in an interactive session rather than doing the talking myself.  As an introduction to the strategies I discuss at length in my book, I explained a simple, three-part framework for strengthening their teams and organizations: 1. People, 2. Purpose, and 3. Processes.  Then, together, we filled in the blanks with the attendees providing insights and examples of each of the 3 elements.  It was exciting for me to hear how easily the group could provide insights and examples of how to diagnose and improve each of the three elements of organizational performance.  I loved their energy and determination.  Thank you, Kimpton team, for the privilege to meet with your great customers, who are now new friends.

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