Tag: meeting

Posted on

Delicious Result

My wife’s book club skipped this month’s meeting and attended the movie version of a novel they read: “The Help.” Afterwards, they wanted to go to a restaurant, have dessert and discuss the film. Kathy checked out a couple of nearby eateries’ websites and selected one that remained open late on a Wednesday night. Arriving just ahead of her group at 9:58, she went inside and the hostess said, “I’m sorry, we close at 10.” Kathy said, “But your website says you’re open until 11.” The hostess replied: “Oh, that’s our midtown location.”

Kathy asked to speak to the manager.  Although he arrived quickly, she had the website on her phone to show him. “I have seven women coming here to talk about a movie we just saw,” she said. “Your website says you close at 11. It doesn’t say that’s just your other location.” Without hesitating, he said: “Not a problem. We’ll be happy to stay open just for you.”

Of course, the easier, less expensive response – and more typical one – would have been: “Ma’am, I’m sorry for the confusion. The home office is responsible for the website, and I guess it is confusing. I’ll be sure to tell them to correct that.” Then gently escort my wife out the door to face her friends alone. Instead, this astute leader created a huge win for his company. Eight women had a happy ending to their evening, and I’m guessing told lots of people about the incredible service at this establishment.

How would your employees have handled a similar situation?

Share
Posted on

Lessons Learned – #3

What’s the third most important lesson I learned during 2010?

Big Oops II – During a leadership meeting I facilitated, someone asked how to overcome those times when what you say comes out wrong. I eloquently explained: “If you speak in public, you’ll slip on occasion. Apologize and move on.” Two hours later, another person asked how to confront a team member who gets upset easily. My response: “Begin by acknowledging the conversation could become emotional.” I immediately felt the energy drain from the room, which consisted of 28 women and four men. For the next half hour the discussion was ‘words a guy should never say to a woman.’ Of course, I apologized… several times. My face may have turned red, too.

Share
Posted on

Just Say Thanks

Some say how you act as an adult is determined when you are a child. If that’s the case, I’m amazed many leaders have forgotten one of the best lessons they learned at a young age. It’s something one of my business mentors convinced me to adopt as a habit long ago: send a hand-written thank you note whenever you have the opportunity.

Of course, in this instantaneous world, it’s easier to type an e-mail, leave a voice mail or key in a text. Do you even remember the last time someone sent you a hand-written thank you note? Do you have any idea the last time you sent one to an acquaintance? I receive them so rarely that I keep them in a shoebox.

Rick Baker is the president of the AT&T Cotton Bowl. Following every meeting with him during my previous career more than a decade ago – whether for a casual lunch or a formal business session – I received a personalized thank you note in the mail. One time I asked about the process. He carries the notes in his car, he told me, and as soon as the meeting ends he writes them. When he returns to the office, his assistant hands him the address, which he writes on the envelope. She adds a stamp and sticks them in the outgoing mail. Three minutes of his time made great impressions on me…and likely everyone else he meets.

Share