Opinion: Personal development training extends beyond business

On a recent trip, I had an extraordinary customer service experience while staying at a run-of-the-mill hotel. The décor was a bit outdated. The carpets were a touch worn. Overall, the hotel facilities were just so-so.

It was the people who made me pay attention – with their Midwestern friendliness, polite gestures exiting the elevator and kindness, from the bellman to the front desk clerk to the young lady who delivered my room service coffee.

But one person stood out in particular.

A valet attendant, who introduced himself as Michael, helped get me to the airport. We were less than 10 minutes from hotel to curbside airline check-in, but during the short ride, Michael made a stunning impression on me.

I noticed a little pin on his jacket. It said, in script, “Yes, I Can.” I love that expression, so I asked Michael about the pin.

His chest swelled as he answered, “This pin means that I can handle any problem concerning any guest at our hotel. I can do whatever it takes to solve their problem. So, no matter what happens, I can make it all better.”

“That’s pretty cool,” I replied. “Does everyone at your hotel have that degree of authority and responsibility?”

“No, you have to go through the ‘Yes, I Can’ class,” he explained. “It’s a three-day course. We practiced ways to solve problems and what we would do to help guests in different situations. It was actually a lot of fun.”

“Suppose I was unhappy with my room?” I asked.

“I’d switch rooms for you, if that would help. I could even give you a full refund on your room, if that’s what it would take to make you feel better,” he responded without missing a beat.

“Very good! Michael, tell me about a recent experience you’ve had putting your ‘Yes, I Can’ abilities to the test,” I prompted.

“I haven’t had the opportunity, yet,” Michael said simply. “I just graduated from the course last week. We do a good job around here, so there aren’t many complaints. But if something comes up, I can take care of it. Yes, I can!”

I was struck by his enthusiasm. I told him that he appeared to be pretty pleased with his employer.

“I really like it here. I try to do a good job.” Then, he added proudly, “Last month, I was the Employee of the Month. That means I am in the running for Employee of the Year. If I win, I’ll take my son with me on a cruise.” He had it all worked out already.

I was left considering how easy it really is to make people feel good about their jobs: show them what to do, how to do it and why. Then, let them do it.

Training points

You’ve heard the objection, “What if I train my employees, and they leave?” The classic comeback is, “What if you don’t train them … and they stay?”

Never forget that the point of training is to help someone do a specific job better, measurably better.

Certainly, some training is necessary to do any job. Technical training, sales training and customer service training should be part of your overall employee development package.

Most people don’t learn manners and good service skills anymore. If Mama didn’t teach them, well, you can. These are empowering skills.

And, yes, an employee can graduate from a pricey formal training program – and put in his or her notice the next day. That’s the way things go. That’s a part of the business game. Stuff happens. People quit. But, don’t let it discourage you.

As an owner or manager of your small shop, what could be more important than helping people get better? Not just at the job, but at life.

Why not?

Think your shop is too small to offer formal training courses? Keep it simple.

Commit to your own learning, and share your developing knowledge with others at your company. I know from experience that the best way to learn something is to teach it.

Consider Michael. Whatever happened in that classroom over the course of three days had a profound impact on him. He emerged convinced that he could turn dissatisfied customers into happy guests. And he felt the unconditional support of his supervisors.

Someday, for whatever reason, Michael might leave that hotel. But he will take those skills with him. Wherever he goes, he will make the world a brighter, better place.

Ellen Rohr is an author and business consultant who offers systems for getting focused and organized, making money and having fun in business. Her latest book is “The Bare Bones Biz Plan.” She can be reached at ellen@barebonesbiz.com.[[In-content Ad]]