"One of the biggest errors we can make in the delivery of Hospitality services is to assume that what we are doing is meeting the expectations of our clients. We never assume because we know what's happened when our competitors have: We eat their lunch!"
Good Morning Folks,
One of our most urgent corporate goals is "Perfection is the Expectation – No Excuses!"
We know that we need to deliver Service Extraordinaire. But how do we know we are meeting that expectation?
Living in New York City in the 1980’s when Ed Koch was the Mayor, he had a very simple formula to find out if he was meeting expectations. He would simply ask the people, “How Am I Doing?” It is the simplest question and easiest format to solicit feedback.
==> As managers, we are asking our staff, “How Am I Doing?”
==> As service providers, we are asking our clients when we deliver services, “How Are We Doing?”
One of the biggest errors we can make in the delivery of Hospitality services is to assume that what we are doing is meeting the expectations of our clients. We never assume because we know what's happened when our competitors have: We eat their lunch!
So… today I challenge each and every FSO employee in our morning meetings – ASK THE QUESTION, and more importantly, listen for the answer. If the response is “fine” or “ok”, take the opportunity to follow up with another question – “How can I make your answer be ‘Perfect’”?
In order to improve as a team, we must improve as individuals and constantly strive for perfection in our daily activities. Only through the consistent quest for feedback can we ensure that we are improving every day and inspiring happy clients and happy employees.
most important thing is taking the feedback we receive and turning it into positive actions. No matter what position we hold within FSO, we have the responsibility to ask the question “How Are We Doing?”
Take the answers that you receive today and share them with management, so we can ensure PERFECTION – NO EXCUSES. This allows us to make it PERSONAL and by making it PERSONAL, we fulfill my vision, and legacy.
The passion, the hard work, the skip step and fire, and the overall communications resulting from this never-ending pursuit of excellence have been well-received.
Prospects we take on site tours leave VERY impressed and I am super proud!! They are BLOWN AWAY actually.
It's such an honor to work with each member of our FSO team, and having these individuals representing us in the field.
The is what differentiates us from our competition and why our great clients made that change from their current service provider to FSO. It's what we do everyday that makes us special and the obvious choice.
Needless to say I am so pumped up for all of you and the great company we are building. We have the greatest people on earth who love what they do across FSO.
Our future is bright and we have only just begun.
FSO = Hospitality = YOU
Join me as we inspire a nation and fulfill dreams! Lets rock the world together.
Love Life!
Mitchell D. Weiner
Chief Happiness Officer
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"Too many people miss the silver lining because they're expecting gold."
~~ Maurice Setter
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