Signal Strength

I was sitting in my home office chair yesterday, trying to send a simple e-mail to a friend from my phone.

I hit "send."

I waited.

The little circle on the screen just kept spinning—round and round.

• no connection

• no service

• no "bars."

I walked around the house, holding my phone high in the air like a modern-day explorer searching for a hidden treasure

I went to the kitchen. Nothing.

I went to the front porch. Still nothing.

Finally, I found it—that one tiny corner of the hallway where the signal was strong.

As I stood there, pinned to the wall just to keep the connection alive, I started to think about the signals we send to the guests we serve, the team members who serve with us, and with those we love and care for.

We live in a world where we are more "connected" than ever before.

We have high-speed internet, smartphones, and social media.

But sometimes, even with full bars, we aren't really communicating.

Think about it:

• We can text a "Happy Birthday" in two seconds, but do we hear the joy in their voice?

• We can "like" a photo, but do we know the story behind the smile?

• We can follow a thousand people online, but do we know the name of the person sitting next to us on the plane?

• We can recognize a fellow Team Member with “well done” in seconds, but do we share in their appreciation?

In the hospitality business, we know that a guest can tell the difference between a "transaction" and a "connection" in an instant.

A transaction is just moving data. A connection is moving the heart.

This Friday, check your signal strength.

Are you just "sending" information, or are you truly connecting?

Step out of the dead zones of distraction and inflated egos.

Move a little closer.

Listen a little longer.

Care a bit more.

Until Next Week,

Rob