My fascination with leadership, i.e.: who steps up naturally with purpose and who backs down because they aren’t crowned “the leader”, can turn into pure animosity when I am faced with the latter and in an urgent situation. I was at the Fairmont Copley Hotel in Boston this week, working with a group of very engaged Marketing Directors from John Hancock, and was faced with an urgent situation.
Upon check-in, I realized some materials for my program hadn’t arrived (ever been there?). In a near panic, I contacted the concierge, Sean, who quickly assured me he could get me what I needed and have it delivered by 7am. Mind you, I was calling him at 11:30pm. He not only got me what I needed in time, he didn’t charge me for his trouble! And rest assured, he knew I would have paid handsomely as I was completely at his mercy.
This type of servant leadership in today’s climate is extraordinary. But I can promise you, it’s absolutely business as usual for the Fairmont Copley. You will not be passed in the hallway by staff without a courteous greeting, I witnessed the bellman personally usher a hotel guest’s prescription from a taxi delivery to the waiting guest on their way to the airport and from my experience, no reasonable request seems beyond consideration. They are thrilled to help make your stay as comfortable and positive as possible.
Upon check-out, I told the front desk manager he had built a magnificent team. I also told him I’d be calling to learn his secret! Stay tuned to learn what he says about attracting, developing, and keeping a super star service team.
