The Power of One: A Tale of Two Hotels (And How a Single Person Can Make or Break Your Business)

One person can transform  someone’s life or completely destroy it. Same goes for businesses. One person, one employee, one manager, one chief executive can radically transform a  business for better or worse. This truth was vividly illustrated during a recent business trip, where contrasting experiences at two hotels highlighted the impact of individual actions on customer perception and business success.

A Tale of Two Hotels

Hotel One: A Warm Welcome

Our journey began at a charming hotel, a converted newspaper, oozing charms and with modern amenities while maintaining lots of  its characters.  We arrived at this hotel, bleary-eyed and jet-lagged from a transatlantic flight a few hours before check-in time. As we drag our suitcases to the front desk, the manager, with the enthusiasm of a game show host, greeted us. “Welcome! You look like you could use some refreshment!” he exclaimed, handing us cold lemon-infused water (though it was a cool autumn morning but who cares! At least he gave us something to drink). And before we could even say “check-in,” he’s got our keys ready, smiling up at us as if we just won the lottery or maybe we did, at least with this hotel as our journey turned out. We felt  like royalty. We took out keys marched up to our rooms like super stars and stumbled into much needed sleep before our meetings began. 

Hotel Two: A Cold Reception

Riding that wave of euphoria, we arrived at our next destination. On paper, this hotel that looked like it belonged in a fairy tale. It could have been one of the sets of a Bridgeton story. The hotel building was as magnificent as old European building could be, complete with turrets and a grand estate, truly stunning, exterior-wise. But the fairy tale ends at the front desk. The manager, let’s call them “The Grump,” greets us with the warmth of a snowstorm. “You’re early,” they said with a snarky attitude, as if someone just stole their chocolate bar. My colleague and I exchanged glances but said nothing. We asked about early check-in, and "The Grumpy" demanded a fee that could fund a small country. So we decided to wait in the lobby area. The lobby was also a far cry from the building's exterior. The chairs  in the lobby were outdated, the leather covering was worn and shabby (not the chic kind). We were too tired to be bother by the deco, we just needed to sleep. So, we put our feet up on the nearby table, rested our heads oon the chairs's head rest, trying to catch a power nap before our next gig. No way, The Grump would have none of that. They marched right over where we sat, scolded us like kindergarten kids for resting our feet on a table. It’s like we’ve entered a sitcom where everything goes hilariously wrong. Deciding to avoid altercation and determined to escape The Grump’s icy glare, we decided to leave our luggage and explore the city.

And The Plot Thickens

When we returned, we found another guest at the front desk, fuming about the same manager, The Grump. By this time, there was new staff at the front desk. “I’m canceling my reservation!” the unhappy guest declared. My colleague and I exchanged knowing glances, realizing we were not alone in this comedy of errors. We kept mum, waited our turn, collected our keys, and headed to our rooms. Yes, you guessed it, the story gets worse.

Analyzing the Impact

After  reclaiming my amygdala from emotional hijack, I tried to reflect on these experiences, analyzing The Grump's behaviour. As I pondered over The Grump's behavior, a myriad of thoughts flooded my mind. I found myself questioning the underlying factors that might have influenced The Grump's actions. Was it a result of personal stressors or professional challenges? Did the environment at the second hotel play a role in exacerbating his behavior?

Moreover, my contemplation extended to the second hotel's management and employee support systems. I wondered about the mechanisms in place to address and prevent such incidents. Were there adequate training programs to equip staff with the necessary skills to handle difficult situations? Did the management foster a culture of empathy and understanding among employees or was The Grump's  behavior simply  a result of frustration with their employer regarding  poor facility maintenance?

Did the hotel have processes to monitor customer satisfaction and provide employee feedback? Were the employers aware of the negative reviews and their impact? Because after this incident, I went online to check the hotel's reviews and customer feedback, it very much mirrored our experience. So, was this a case of not caring or something else, on the part of the hotel management?

 Employee frustration is a common issue in workplaces, and it can stem from various sources such as poor management, lack of communication, or inadequate resources. In the case of The Grump, it would be prudent to dig deeper into the root cause of their behavior. Was she feeling overwhelmed by the lack of support from higher management in addressing facility maintenance issues? Did she feel undervalued and overworked, leading to a negative attitude towards employees and customers alike? Understanding the underlying reasons for employee frustration can help employers implement effective strategies to improve workplace morale and productivity.

Customer Reviews: 

Customer reviews play a crucial role in shaping a company's reputation and success. It is essential for businesses to actively collect, monitor customer feedback and address negative feedback to maintain customer satisfaction. In the case mentioned, if the employers were aware of the negative reviews but failed to take appropriate actions, it raises questions about their commitment to customer service. Ignoring customer feedback would be akin to business suicide.

In the same manner, does this the hotel have processes in place to provide employee feedback? Establishing support systems within an organization is vital to ensure both customer satisfaction and employee engagement. Providing employees with avenues to share their feedback and concerns can lead to a more positive work environment and increased morale.

By implementing effective support systems, such as training programs, performance evaluations, and open communication channels, businesses can create a culture of continuous improvement and excellence.

What can we learn from this experience?

Lessons for Business Leaders

1. Prioritize Employee Well-being: Ensure employees feel valued and supported. Happy employees are more likely to provide excellent customer service. Consider the story of Herb Kelleher, co-founder of Southwest Airlines. His leadership style and emphasis on employee satisfaction transformed the airline into one of the most successful in the industry. Kelleher believed that happy employees lead to happy customers, a philosophy that has proven true time and again.

   
   

2. Monitor Customer Feedback: To effectively monitor customer feedback:

   1. Collect feedback from various channels, analyze it to identify common issues, prioritize the most critical issues and implement solutions to address them.

   2. Communicate with customers about the actions taken. Monitor progress to ensure issues are resolved. Engage with customers for ongoing feedback.

   3. Review and adjust the feedback process regularly.

      
      

3. Provide Training and Development: Invest in employee training and development to enhance their skills and job satisfaction.

   1. Identifying training needs, create a comprehensive training plan covering various skills and encourage continuous learning. Measure training effectiveness and making adjustments as needed.

   2. Provide mentorship and coaching.Recognize and rewarding development efforts.

   3. Link training to career growth and staying updated with industry trends to keep training relevant.

      
      

4. Foster a Positive Work Environment, one that encourages positivity and collaboration.

5. Set Realistic Expectations: Ensure employees have the resources and support needed to meet their targets.

Real-life Examples

Statistics and Quotes

According to a Gallup study, companies with highly engaged employees outperform their competitors by 147% in earnings per share. As Sir Richard Branson aptly said, “Take care of your employees, and they will take care of your business.”

Conclusion

The power of one person in a business cannot be overstated. Whether it’s an employee, manager, or executive, their actions can significantly impact customer experiences and business success. By prioritizing employee well-being and fostering a positive work environment, businesses can ensure their human resources are their greatest asset, not their downfall.

Have you ever experienced exceptional or poor customer service that left a lasting impression? Share your stories in the comments below. Let’s discuss how individual actions can shape our experiences and businesses.

Feel free to share your thoughts in the comment section below!

About Dr. Mofolashadé Onaolapo Haastrup

Dr. Mofolashadé Onaolapo Haastrup wears multiple hats as an Anesthesiologist, Assistant Professor at the University of Saskatchewan, and Certified Life & Executive Coach who specializes in helping professionals breathe easier—both literally and metaphorically. When not managing consciousness (and unconsciousness) in the operating room, they're empowering professional leaders across industries through speaking, coaching, and teaching to find their sweet spot between career excellence and personal wellbeing. Follow for insights where medicine meets mindful leadership and the art of professional thriving.