Lodging Update May 18th, 2014
By William May
Published: 05/20/14 Topics: Comments:
Summer is rushing up fast. It seems everyone wants to go on vacation. In speaking with competitors and other managers around the country, most agree that consumers are feeling more confident. (Finally).
As always, I invite your feedback, criticism and comments.
Voice: 866-925-5188 x902
PERIODIC UPDATES FOR 05/18/14
GOSSIP: In your high school, were there those mean folks who gossiped about everyone? It is a disease born of envy and inferiority. Well adjusted humans, discuss the world at large, business, the arts and other fun stuff. They don't talk about (truth or lies) other people. And they certainly don't ridicule or speak ill of others.
With the Internet, gossip runs rampant, so this is a reminder that - at least for our business - everyone must leave their bad habits behind. Owners, guests and staff members expect their information to be confidential.
- Never discuss an owner's lives, or property, or financial results with anyone else.
- Never discuss guests, their families or behavior except with supervisors.
- Never discuss your co-workers lives, families or financial situation with anyone, even other coworkers.
- Never discuss your employment, compensation or employer with coworkers or anyone else.
- Never discuss competitors, their strengths or weaknesses with any person other than appropriate coworkers or supervisors.
REBOUND: And all of these prohibitions go double in discussions without someone who don't like, don't trust or don't know. There is great risk in gossiping to them, because they are more likely to gossip about you. That can come back to bite you when you least expect it.
COURTESY: When someone asks for your feelings or knowledge of owners, co-workers, employer or competitor always be complimentary and never derogatory. Don't provide details. Whether for family, friends or co-workers - if you have a gripe meet and tell the person involved. Have the integrity to meet with them personally.
- If someone asks for information that is confidential, they will be impressed when you say, "Oh that is not something I would talk about." (And do it without a wink or tell-tale grimace.)
- Rather than be put-off, the questioner will actualy admire your allegiance to good behavior.
- People are surprised by good manners and ethics. A request for gossip is a change to show you are a moral person.
CONFIDENTIAL Everyone uses the word confidential but most people don't adhere to it. It means you don't talk about anything that must remain confidential - such as family, friends, co-workers, employer and certain property owners.
So what about prospective property owner clients wondering how their homes may perform financially? It is acceptable to discuss how homes in general are doing. For example: You could say, "Newer 3 Bedroom, 3 bath homes, over 2,000 square feet have good occupancy and higher rates". But you can't even allude to the fact that "The house next to yours is generating $80,000 in rental income."
RICHARD MAY: My father ran a truck service company and I worked there in High School. He was a very quiet guy and I frequently mention one of his greatest attributes. In his entire life, my father never "made fun" of anyone. His great compliment to people was that they were "Gentleman" and it said it about many people.
Which is why everyone said it about him.
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LAST ISSUES TEST ANSWERS:
We got lots of correct answers this week, but some disagreement.
(1) Name the three vendors who made WAVRMA presentations? ANSWER: Ride the Ducks, Argossy Cruises and Leavenworth Insurance.
(2) What is the name of our newest reservation person? ANSWER: Emmalee David.
(3) What is the name for our new website software stencil? ANSWER: Jumbo
Rush your answers to me. First winner gets brownie points.
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NEW TEST QUESTIONS:
Grading - you don't have to get all the answers, but the god of happiness will be unhappy.
(1) Is it acceptable to tell someone how much money your co-workers makes?
(2) Can you tell a prospective owner, how much the home next door earns?
(3) Can you tell people what a specific competitor does badly?
Author: William May – Manager, Plumbob Publishing
Blog #: 0364 – 05/20/14
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