The Red Dot

I was sitting in my office very early in the morning.  I love the mornings! The office is quiet, and my computer and the smell of coffee are my sole companions. My phone was sitting on the table, face up.

Suddenly, a tiny red circle appeared in the corner of an app.

• The red dot was small

• The red dot was silent

• The red dot was persistent

I found my eyes darting away from the computer screen. I stopped thinking about the email I was reading. I was wondering who or what was "pinging" me. I wanted to go back to the e-mail I was working on, but the red dot in the app compelled me to respond. And when I did respond to the red dot – it was only an update notice!

In the hospitality business, we teach that being "present" is one of the greatest gifts you can give a guest: to give your full attention, listen actively, ask clarifying questions, and provide a thorough, genuine response.   But how can we be present when our minds are "rerouting" every thirty seconds to a  digital notification or ringtone?

To be a great leader, teacher, parent, or friend, we must at times put down that phone, learn to mute the noise, and manage our many distractions. We must understand that:

• Human connection is not found in an inbox.

• Customer service is not a transaction on a screen.

• A series of text messages is not a substitute for a real conversation

This Friday, try an experiment. Place your phone on “do not disturb,” turn it face down, and for one hour ignore the red dot, tones, and ringtones. Focus on the human person with you – a guest, team member, spouse, child, or friend. Start talking about the day, news, or whatever comes to mind.

I believe you will find that the most important message isn't digital at all, but a human connection captured in the moments when you were present, with a bright smile, a warm gesture, a kind word, and an open mind that seeks understanding.

The red dot has an infinite life.  Those we serve and those we love do not.

Until Next Friday,

Rob