My American visitors. Frank and Annetta, had moist eyes. We had hosted them for their stay in Mumbai at the most prestigious hotel in South Bombay, and were all set for a meal at the Indian restaurant.
Frank a Catholic of Italian origin, and normally very talkative, just could not find words. Annetta, also a Catholic but of Red Indian descent, maintained a dignified silence in the majestic lobby.
They had just experienced the soul of India. In turn, their souls were completely moved.
Frank finally narrated that after the day's proceedings at Qimpro Convention, Annetta was the first to return to their room. When he opened the floor ten minutes later he found her sobbing with uncontrollable tears. On inquiring, she pointed to the picture of Mother Mary that she had placed at her bed side in the wee hours that morning.
Mother Mary was now sitting on a micro carpet with a rose and candle besides her. This was in India. Incredible India.
The two had called their dedicated butler to inquire and thank who did this? The butler simply smiled and pointed to a shy housekeeper in the background.
This story was repeated by Frank, an extraordinary Quality trainer from the Juran Institute, at workshops and conferences across the world.
A few years later I was requested by the management of 'that hotel to facilitate their 'efforts on business excellence. More specifically, to help them understand the criteria for their clone of the Baldridge.
The Chairman had mandated the implementation of these criteria by every company in the group. I believe stories are a great way to connect to any business model or criteria.
So while there was an outpouring of stories from the Property Head and his team, I also chipped in the Frank and Annetta story.
Although they all appreciated my . contribution, they were not surprised. I was simply explained that this was the Group culture.
Here was I helping to harvest a best practice; there was Frank proclaiming in to be a global best practice; and here was the hotel simply accepting it as a habit.
Lessons Learned:
- Customers are humans; they have unstated emotional needs
- Understand the sensitivities of customers
- Ordinary employees can delight customers
- Transformation starts at the top
- Adults like stories, not sermons
- Defining an organizational culture is difficult
- Walking the habits reinforces the culture
CREDITS: Suresh Lulla, Founder & Mentor, Qimpro Consultants Pvt. Ltd.