Catch me doing something right...

In the world of the "customer is always right" it is too easy to complain and not easy to compliment service staff when merited. The Boston Hilton downtown took an interesting twist on the traditional complaint card. I stayed at that Hilton last year on several occasions and found an intriguing note card at the front desk. Rather than a complaint card they had a similar sized card labeled "Catch me Doing Something Right." What an interesting shift in perspective. They wanted their guests to recognize employees who had gone out of their way, or been helpful in some way. I meant to ask some employees how that impacted them, but I can only imaging it was better than complaint cards. It also changed my mindset and I did look for, and found, employees doing things that I needed. It didn't mean I couldn't complain but I did start looking for employees doing the right thing. Overall, the staff at that particular Hilton were helpful and courteous and provided better customer service than I had seen in other hotels and I wonder if their from focusing on complaints to compliments made a difference...

Welcome to Workplace Civilization

Welcome to Workplace Civilization. Going to work can be the best part of our day, or the worst part. Workplace Civilization is a place for thoughts and resources on great ideas, simple steps and ways to make work a better place to be.