Recently I stayed in a hotel that left a clear impression with me. So, when asked upon checkout – if everything was ok? I shared that the hallway carpet smelled. I didn’t whine, ask for discount, or really have any expectations, other than to answer her question. I also shared that the person in charge of making the room up did an excellent job. You could tell they took pride in it.

So why the disconnect with the ‘stinky carpet? Hotel staff walked the same stinky hallway and bypassed cleaning it, referring it maintenance or dealing with it. The impression of the hotel becomes tainted; they lost a chance at a returning client. Hotels are an example that has us using our senses of sight, sound, smell and touch. In truth – what business doesn’t have that same opportunity? To exceed customer expectations, to adjust/adapt when the need arises, and to solve problems before ‘a complaint’ form is filled out. The key is anticipating what needs to be handled, referred, or dealt with. What actions would take employee performance above and beyond expectation?

Take a moment to reflect on ‘your hotel’ Are you walking by issues without taking action. Have your standards of excellence kept pace? Are you encouraging, expecting, and engaging your employees to be problem solvers? Or do they wait for a ‘complaint to be filed before seeing what needs to be addressed.