Are You Super-Responsive?

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Are You Super-Responsive?

Encourager-In-Chief: June 10th, 2020

What is your response time saying about you?

My wife and I checked into a hotel in Harrisonburg, Virginia, not far from the Skyline Drive National Park. As we made our way to our room, I noticed that there was a lot of debris lining the edges of the hallway. Most of it appeared to be the result of a lack of thorough vacuuming. After I settled in, I went to the front desk and mentioned that the hallway looked like it had not been vacuumed for a while. I was speaking with the general manager, who assured me that would be taken care of.

We stayed at the hotel for total of three nights and four days. By the time we left, the same debris we saw on day one still lined the hallways as we checked out of our room. Ironically, the housekeeping staff was busy at work cleaning the rooms down the hall within a few feet of the messy carpeting. Yet, neither the general manager’s request or their own eyes were enough to get them to take action and clean the hallway.

Even with vacuum cleaners in plain sight, the housekeeping staff neglected to make the hallway a little more presentable to the guests. How long should it take for a housekeeper to clean a hotel carpet — whether or not a guest points out messy debris? One would think a housekeeper would want to eliminate any potential debris before a guest notices it.

In the “How to Make a Perfect First Impression” seminar, one of the things I point out is that people form their opinion of your business within the first seven seconds of encountering it. That means we need to check out our parking lots and our lobbies. How are you greeting guests? Who is the “manager of first impressions” in your establishment? I hope this example will serve as a wake-up call for all of us to fight complacency and create a sense of urgency when it comes to eliminating all avoidable disappointments that customers might experience with us.

Sometimes it’s better to be the first than to be the best.
- Anonymous

This excerpt is taken from my Combating Complacency seminar.

Organizational Excellence II: Combating Complacency


I encourage you to order my How to Wow! book, which covers this lesson in much greater detail.

How to Wow!


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