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the Difference |
E-mail: [email protected] |
Harry Nobles & Cheryl Thompson, January 2002
We were invited to participate in the Tourism Industry Association of
Nova Scotia (TIANS) annual conference in November; our topic being �People
Make the Difference�. Our trip to Halifax resulted in two incidents
that reinforced this point far better than any example we could have created.
Nothing happened for nearly one hour except the arrival of several more passengers who joined us in line. At approximately 6:15AM airline employees began to appear at or near the counter. They entered and exited the door behind the counter; they walked past the line of waiting passengers; one actually turned on the lights. No employee acknowledged the passengers; no one offered any information on when the counter might open. All appeared totally oblivious to us. I could tell from facial expressions and overheard comments that the other passengers shared our feeling of frustration and anger. I do not know much about running an airline, but it seems logical that employees should be required to arrive at the same time as passengers. A small sign announcing when the counter would open would also have been a big help. A greeting or a word from one of the employees would also have been nice. Shortly before 6:30AM, a young man arrived at the counter, opened his station, and began assisting passengers. When we approached the counter, he was very efficient, greeted us cordially and handled the transaction very professionally. He smiled, addressed us by name, and offered a very simple apology for our long wait. That was enough. He did not make excuses. He did not apologize to excess, which I would have considered meaningless at the time. He just did his job very well. His professional attitude and conduct did a lot to ameliorate the previous experience and dispel most of our anger. His actions did indeed make a difference. When we arrived in Halifax and found we had some free time in the afternoon, we visited the Maritime Museum of the Atlantic. During my years at AAA, I visited hundreds of museums, large and small. My major criticism of museums concerns the staff. I have met many very professional and knowledgeable attendants; I have also met many who appeared to have very little knowledge of and even less interest in the exhibits. To be candid, I was not particularly anxious to see one more museum, but my business partner insisted. Rick, at the Maritime Museum of the Atlantic made our visit there very enjoyable and informative. He was knowledgeable, cordial, professional, and very enthusiastic. He not only was able to answer our questions; he offered additional information and appeared to really enjoy his work. Rick certainly made a very positive difference in our impression of the museum and Halifax, Nova Scotia. These experiences reinforce our position that people make the difference. Ensuring that your staff appreciates this simple fact will guarantee that your guests see the difference. Harry Nobles & Cheryl Thompson |
Harry Nobles Hospitality Consulting
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