It happens!
A guest has a terrible experience at your resort.
Your child becomes sick.
You receive unexpected results from a blood test.
Your business budget requires more cuts
The refrigerator stops working.
Or, perhaps most difficult of all, you learn that a close friend or family member has passed away.
Suddenly, it seems as though the whole world has stopped.
Read MoreThe runners approached the starting line.
The morning air was cool, the sky clear, and the anticipation of the race hung in the air.
The starting gun sounded!
And they were off!
Within minutes, a small group of runners took the lead, setting a pace the others seemed unable to maintain.
One runner, already far behind, began to struggle.
His breathing became heavy. His legs grew tired. His muscles ached.
He looked ahead and could barely see the leaders.
Read MoreRemember the days when we traveled with a road map? (Many reading this story may be too young to have experienced road maps)
Before leaving on a trip, we would unfold a large paper map, identify our destination, highlight the roads we intended to travel, and hope we didn't make a wrong turn.
And, if we did make a wrong turn, we would pull over, unfold the map again, and figure out where we went wrong. Sometimes, I would actually stop to ask someone.
Then came GPS (Global Positioning System).
Suddenly, we had a voice telling us where to turn, how far to travel, when to exit, and even when we would arrive at our destination.
What an incredible innovation!
But there was one problem.
Sometimes, GPS was wrong!
Read MoreEvery fall, nature puts on a spectacular show.
Summer's once-green leaves slowly transform into brilliant shades of red, orange, and yellow. The air cools, the days shorten, and the trees begin to shed their leaves in preparation for winter.
And yet, something remarkable happens.
We admire the beauty of the changing leaves. We travel hundreds of miles to witness their transformation. We take pictures, share them with friends, and marvel at nature's wonder.
We celebrate change in the trees.
But what about change in ourselves?
Read MoreWhile queuing up to board JetBlue flight #2251 leaving Orlando for Boston on the morning of September 11th to attend a wedding, my thoughts about what I needed to get done on the flight to Boston and whether I would be upgraded were interrupted by the gate attendant asking for everyone’s attention.
“Oh no...please don’t let this be a ‘delay’ announcement. I really want to make it to the rehearsal dinner,” I said to myself.
“Ladies and gentlemen, may I have your attention, please. Thank you.
Read MoreI was checking out of a Publix grocery store. I looked at the cashier's nametag as she was scanning my BOGOs.
"Thanks, Mary," I said cheerfully.
She handed me my receipt, said I saved $25.56, and smiled.
"You're welcome. But my name is actually Margaret."
Oh No!
I had read it wrong
I was in a hurry
I felt embarrassed
ALDI is one of the most cost-effective grocery chains in the U.S., consistently ranking among the cheapest options for a standard basket of goods. To save money, ALDI requires customers to insert a quarter into the shopping cart rack to release a cart. You get your quarter back when you return the grocery cart.
Well, I was on my way into ALDI when I dropped my quarter.
Read MoreWelcome! It is a pleasure to spend a few minutes with you as you begin your first day with our company.
On my first day nearly 30 years ago, I remember being excited, nervous, and completely unsure of myself. I didn't have the right uniform. I didn't know where to park. I didn't know anyone. Maybe that's how some of you feel today. If it is, that's perfectly normal.
Since my first day, I've had opportunities I never imagined, worked with incredible people, and learned from outstanding leaders. But I'm still excited, I still get nervous, and I still make mistakes.
What I've learned is that success isn't about being perfect. It's about committing yourself to a process built around three questions: What? How? Why?
First, know what your job is. Second, know how to do it—with professionalism, teamwork, respect, and excellence. Our guests may forget what we did, but they'll always remember how we made them feel.
Read MoreThere is a beautiful, expensive candle sitting on our dining room table.
· It looks perfect
· It smells like almond
· It has a pristine, unburnt wick
It has been sitting there for two years.
My wife and I are waiting for a "special occasion" to light it.
Has this happened to you? Have you put off something or someone until the time is perfect?
Read MoreResilience is the ability to overcome obstacles by using them as stepping stones rather than accepting them as dead ends. It is the determination to stay the course despite setbacks involving people, resources, changing priorities, or other environmental factors.
In operating and managing resorts, plans rarely unfold exactly as expected. We face staffing shortages, equipment failures, financial constraints, dissatisfied guests, changing business demands, and decisions that do not produce the results we anticipated.
Read MoreThere are days, if not weeks, when we experience a loss.
Some losses happen at work.
· A guest complaint
· A project that fails
· A wrong decision
· A trusted team member resigns
· A computer crashes moments before an important presentation.
Other losses happen outside of work
Read MoreJust before sunrise on the Fourth of July, an old man and an army veteran walked into his front yard carrying a neatly folded American flag.
His granddaughter hurried beside him.
"Pop-Pop," she asked, "why do you always raise the flag before everyone else is awake?"
He smiled as he carefully attached it to the halyard.
"Because some things deserve our first thoughts, not our leftovers."
Together, they slowly raised the flag. As the first rays of sunlight touched the stars and stripes, it caught the morning breeze and began to wave.
Read MoreThis morning, I was searching frantically for my car keys.
I checked the kitchen counter where I always leave my keys
I checked my pockets
I checked my backpack
I even checked between the couch cushions in the living room.
“JoMaire (my wife), where are my keys?”
“Your keys are where you left them.” (said with a laugh)
Read MoreThe lower-level outside door hinge squeaks when you open or close it.
A high-pitched whine
A grating sound
A daily annoyance
For weeks, I ignored it.
For weeks, it continued to wince when I opened it.
For weeks, I told myself I would fix it. "I need to fix that before it breaks.”
Read MoreI 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
Recently, I took my golf clubs out of the lower-level closet, found my golf shoes and golf glove, and headed to the golf course.
After convincing myself I only needed two sleeves of golf balls (it’s never enough), I teed up my favorite golf ball and took aim.
The ball was perfectly placed on the tee
My stance was perfect
Visions of glory were firmly in place
My swing felt smooth
The contact was solid
Today, guests will ask questions. Some questions will be in person; others will be via email, phone, text message, or social media.
Rest assured, guests will ask questions. Lots of questions!
I don’t think they will ask you how long or how hard you worked yesterday. I don’t think guests will ask you whether you work standing up or sitting down, or whether you spend time in meetings or online. I don’t think guests will ask whether you work at a resort, at a corporate office, or remotely.
Read MoreI made a cup of coffee this morning.
Not a fancy latte
Just regular drip coffee
With some cream
I set it on the counter.
I checked my e-mail.
I answered a text message.
Showered, shaved, and dressed for work.
Driving in my car to work, I remembered that cup of coffee that I left on the counter.
Read MoreAnswering an advertisement in a newspaper stating, "The Secret of Never Losing Another Game in Tennis for only $99.95" offered by the only "undefeated" tennis player alive, a young man cut out the reply address form, filled out his name and address, wrote out a check for $99.95, enclosed the reply address form and check into an envelope, and wrote the mailing address on envelope to a Post Office Box in Chicago, Illinois, stamped the envelope and placed the envelop in the mail.
Read MoreIt was a typical warm Florida afternoon—the sky turned black, and the heavens opened up just as I was leaving the Publix grocery store.
Everyone huddled under the outside roof, manning their grocery carts and checking their watches.
A young man, maybe twenty years old, looked out at the torrential downpour.
Read More
