This past week my wife and I had chance to experience a little getaway. This trip was our first getaway in 14 years without the kids. Can you believe that? We couldn’t. Anyway, I wanted to tell you about a hotel we stayed at called, Excellence.
I thought the name was pretty gutsy. Calling your hotel “excellence” is setting the highest bar there is; Don’t you think? For the visitor, the expectation is that I’m going to have… well, an excellent time. And if one doesn’t have anything but an excellent time, then the hotel will have failed to deliver.
To our amazement, they delivered on their name. It was truly an “excellent” experience. In fact, too many for one post.
Fundamentally, the hotel understands that consumers have choices, and that as a hotel, they only have one chance to make an impression. They understand that if we as consumers are not satisfied with absolutely everything, even if it is the most minuscule thing, chances are we will not return to their hotel. Not to mention, there is a good chance we’ll sign onto Travelocity or Expedia and tell the world about our crummy experience. Thus, the hotel staff makes sure every encounter has the quality of excelling.
What I learned was that the name wasn’t simply a name. The name is a promise. The name is a mantra for the staff, it is a mission for the hotel. Excellence is not only the name, but also considered to be an important value, and a goal to be pursued.
I found it remarkable. And even more remarkable is how they pulled it off.
I guess the question for us in the health care field is, what is our promise to our patients? What is our employee’s mantra? What important value and goal are we pursing?