The best way to create job security is to be able to successfully do everyone’s job around you, even the job of your superiors. Although this “I can do it all” mentality might seem like a threat to other colleagues in the workplace, when it comes to satisfying the needs of customers it is the best type of attitude you can possibly have!
No customer wants to be told, “hold on a minute” or “let me find the right person for you”. Once, while checking-in to a premier business hotel in NYC I was kept waiting in a dirty hotel room for 15 minutes until the front desk agent’s manager became available to find me a suitable replacement.
On the flip side I’ve had numerous first hand experiences over the last year where I’ve been impressed with the way various front line employees were able to proactively, efficiently and enthusiastically serve my needs, although the task or request wasn’t fully within their scope of work.
Allow me to provide a few examples:
1) A front desk agent at the Four Seasons in Hong Kong helped me with a coveted dinner reservation at their restaurant, the world’s first Chinese restaurant to receive a Michelin three-star rating. I hadn’t realized I was at the wrong desk and rather than ushering me over to the concierge desk (which had a long line) this associate was able to promptly secure my requested reservation.
2) Also in the absence of a concierge, who was away from the desk on a breakfast break, a front desk agent at the Hotel Palomar in San Diego was able to secure a rental car for me, proactively provide point-to-point directions to my destination, along with a brunch recommendation upon my arrival.
3) A food runner at a Top Chef finalist’s restaurant provided me with a dessert recommendation and a detailed description when prompted before my server returned to the table to take my order.
4) A valet attendant, in the absence of a doorman, jumped to attention and graciously opened the front door for me when I returned from dinner.
Rather than being quick to say “that’s not my job” these employees were empowered to serve and were able to create a memorable experience as a result. Recognize and reward these employees now and often.
Please click here for a list of nine other things really amazing employees do.
Are your employees doing amazing things? If not, please contact me for a complimentary service evaluation.