Customer Service David Reed and David Cottrell CornerStone Leadership Institute

“The highest of distinctions is service to others.” – King George VI

S ix months ago, the changes started…in my career…in my priorities…and my life. As senior manager for the Harris Hospitality Co., I was responsible for financial planning for several diverse businesses, including Fiesta del Sol, a small theme park. When my kids were younger, our family frequented Fiesta del Sol on weekends, and we all had great memories of our visits. The weekend some of our closest friends, Tim and Leslie Hatfield, were visiting from Chicago, we thought it would be fun to visit the park, so early Saturday morning we loaded our SUV and headed for a day at Fiesta del Sol. I was proud to show off the park and enjoy the day with our friends. Fiesta del Sol had always been a fun place for people of all ages, particularly because the employees were friendly, service was excellent, and it seemed that everyone at the park was focused on making each guest’s experience enjoyable. Introduction 7

8 Monday Morning Customer Service Shortly after we walked through the gates, however, I began to realize that things had changed.   The once-friendly employees now seemed to be bothered by the guests. The service that I remembered as excellent was now nonexistent. Instead of pampering guests and making sure each visitor enjoyed the experience, park attendants seemed to resent having to be there.   I was stunned! Attempting to make excuses and justify the lousy service we were receiving, my words fell flat. Worse than that, I could see that Tim and Leslie were not having any fun at all. Needless to say, I was embarrassed to be associated with Fiesta del Sol and apologized to our guests as we hurriedly left the park. The experience at Fiesta del Sol bothered me, really bothered me. How could a place that I had enjoyed so much in the past become such a disappointment? How could once stellar service drop to what I considered “nonexistent”? I had seen the park’s numbers decreasing for months on the financial reports that crossed my desk, but I had bought the “economy is bad” excuse. Now I realized that more was involved than the sluggish economy. For the remainder of the weekend, I wrestled with what I should do — or say — about my disappointing experience at Fiesta del Sol. After all, I am a manager and have an obligation to share both good and bad news during our weekly staff meetings.

9 Introduction After more thought, I decided to prepare a detailed report about my experience and present it to the team. That week, I sat in my regular seat where I had given my financial reports each Friday for almost two years. On many occasions, I had been the bearer of bad news as I announced the need for budget cuts or personnel reductions. This meeting was going to be different. I was still upset — no, I was still incredulous — about the disappointing experience at Fiesta del Sol with my friends, and I was determined to make sure our operations team knew the good, the bad and the ugly of our visit there.   When it came time for my report, I used a tone different from that which people around the table were accustomed to hearing. “Before giving my financial report, I need to discuss something very personal, very important,” I began, and then proceeded with the details of my experience and how embarrassed I had been with the level of customer service.   “When I took my family to the park years ago, things were different,” I continued. “We were always treated as special guests, and that made me proud to be part of this organization.” The room grew still, and it soon became apparent I was verbalizing what many other members of the leadership team had been feeling. When I finished my comments, all eyes were on Madeline Baker, Harris Hospitality’s CEO.   Madeline was a quiet, thoughtful leader who had gained the respect of the team by using innovative approaches to continuously improve each of our businesses.  

10 Monday Morning Customer Service She sat quietly after I finished my presentation — as did the rest of the group — for what seemed to be an eternity. (I have to admit, at that point, I was questioning whether I should have been so bold in my statements.) Then the CEO smiled and said she appreciated my honesty. “As all of you know, Jerry Mills served our company well for 25 years as director of Guest Services for Fiesta del Sol,” Madeline began. “He retired last year, and we haven’t named a replacement. As you also know, I’m a firm believer in shifting leadership responsibilities around now and then. It keeps us from getting stale.”   It was at this point that my career changed.   Madeline looked in my direction. “Brett, thanks for bringing this situation to our attention. I can tell you have a passion for this part of our business, and while I normally don’t have this type of discussion in a group, I feel strongly about this idea. Would you be willing to assume the role of director of Guest Services and help return the level of service at the park to one which you will again be proud of?” I was shocked!   I had spent my entire career sitting on the sidelines and crunching numbers. Was I capable of taking on a gigantic new job on the front lines?   Then, from somewhere deep within my soul, I felt my enthusiasm rising to the challenge. Was it time for such a radical career change?   

11 Introduction I looked around the table. My colleagues were smiling encouragingly. Was this a sign of their support, or were they trying to dodge this loaded gun? At any rate, I decided to take on the challenge. Later that afternoon, after Madeline and I met to work out the details, a memo went out to all employees, announcing my appointment as director of Guest Services. It was a done deal. When I arrived home that evening and told my family what had transpired, it all began to hit me. It was one thing to be a guest at Fiesta del Sol Park and offer advice, but what did I know about improving customer service? Panic set in. What had I done?   Before the staff meeting that day, I had a stable position in my area of expertise. In six weeks, I would move into a new office and take over a new set of responsibilities.   Late that night, after all the lights were off, I talked about my fears and concerns with Lisa, my wife, who made a suggestion that would give me a shot at success in my new role. “Remember Sam Baldwin?”     “Wasn’t he general manager of the downtown hotel we visited for years on our anniversary? You may want to call him and get his advice. You always remarked after our weekends there that they had the best customer service of any place we’d stayed.” “Great idea. In fact, I think he retired last year. He would be the perfect person to help me. I’ll give him a call tomorrow,” I said sleepily.

12 Monday Morning Customer Service The next morning, when I called Sam, I explained the circumstances leading up to my new job. He laughed and immediately said the words I was waiting to hear: “I’d be honored to do what I can to help. Once we traveled awhile and I relandscaped our gardens, retirement has offered little in the way of challenge, so I welcome this project.   “Why don’t we meet at my beach home until you feel comfortable with your new job?” Sam suggested. “Of course, it will take a significant time commitment for both of us, so I suggest we block out two hours at the same time every week. How does Monday morning work for you?” “That would be great! Can we start tomorrow?” I asked, making no effort to hide my excitement. “Boy, you are anxious!” Sam laughed. “I have something scheduled for the next two Mondays, but we can start after that. How about 8:00 a.m., beginning Monday the 21st?” That was it…the beginning of an auspicious journey, well worth the time and effort it took in reaching the destination. The following pages contain the wisdom and guidance Sam shared with me during our Monday morning meetings, and after a little practice, I’ve found that the truths Sam shared are applicable to any business in any sector of the marketplace. It is my hope that this account of my meetings with Sam will make as significant a difference in your career as it has in mine.