Yesterday I had a meeting in a hotel. We were having a great conversation until someone started vacuum cleaning in our area. It was around 11AM. We had to almost shout towards each other to make ourselves heard.
Actually, I have had this experience in other hotels as well. Around mid-morning they start vacuum cleaning. It looks like that it is a standard procedure in the housekeeping manual.
This indicates 2 types of problems:
- 1. The employee is clearly disengaged. Otherwise she would have waited or would have asked us whether she was disturbing us. Neither action happened.
- 2. The management in the hotel has no clue what happens on the work floor. Or even worse, they also don’t care.
This kind of behavior has a negative influence on the customer experience.
So, I suggest to regularly change roles (be a customer) in order to get to know what the impact is of what you are doing. This is especially needed for the management.
How would you like to be treated as a customer?
Enthusiasm drives Excellence!