Great people = you spend more
I have just returned from a hard earned skiing trip to Whistler in Canada where I was the happy recipient of seeing the results of great recruitment; at one point I even thought I was in heaven!
I know that Whistler is a top end ski resort and I know that Whistler are staging the winter Olympics in 2010, but I was still very, very impressed with the consistently high levels of service and quality everywhere I went. I even started to look for telltale signs as to how they managed this.
The Hilton Hotel has a Perfect 10 goal; if you cannot give them a perfect 10 in every aspect of your time with them they want to know what they need to do to achieve this.
The resort management centre (lessons, ski lift etc) has a 100% greet goal; every person, EVERY time is greeted - that means everyone! (spotted in the staff area).
Individual restaurants follow suit with staff who actually know their products and can make recommendations! And I could go on......
Maybe I have low expectations or maybe Europe does not have the same view on life, but the bottom line is:
- I spent more money because of great service.
- I'll go back again.
- I'll tell people about it.
So even if UK retailers don't care quite so much about service, they do care about cash and great people result in more of it - so best get recruiting the best if cash is still king!!
