Walk the Talk

WALK THE TALK. LEADERS MUST BE EXAMPLES OF EXCELLENT SERVICE.

At a leading hotel in London, the General Manager spends one day every three months dressed in a bellman's uniform and doing the
bellman's job. Here's what happens:

1. The General Manager meets customers in a completely different way. He asks real questions, and gets honest answers. The bellman
hears a lot of unvarnished feedback that guests may be reluctant to share with the General Manager.

2. The General Manager gets a first hand taste of what it's like to work on the frontline. He wears the uniform, stands by the
door, carries the bags, and eats in the staff cafeteria. This first hand experience means small things that might irritate
staff get noticed quickly, and fixed quickly.

3. Most of all, the hundreds of other staff working in the hotel see their General Manager doing frontline work with dignity and
respect for the customers, and their colleagues. This respect is returned with a shared dedication to providing superior service.