I just returned from a trip to Bogota, Columbia where I gave a presentation on my new leadership model to a Latin America business forum. I stayed at a wonderful hotel that was part of a Columbian hotel chain and I was the only person staying there who wasn’t fluent in Spanish. When I arrived at the hotel late in the evening, I was informed that the restaurant was closed and that the chef had gone home. I smiled and said “no problem” as I complemented the staff on their beautiful hotel. Pretty soon, one of the employees working at the registration desk volunteered to order me a pizza – something I could not have done on my own. The next day, I smiled as I complemented the restaurant manager on the fabulous dressing that was on my salad. A few minutes later, he brought the ingredients to my table and proceeded to show me how to make it. By the time my stay was over the entire staff had taken me under their wing to make sure my stay was a pleasant one and when I checked out at the end of my stay, I got hugs from everyone and was referred to as “amigo.” Smiles and kindness made this trip a truly wonderful and memorable experience for me. They can do the same for you on your next trip.
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Wise words from a world traveler. My own experience validates this philosophy of smiles and kindness. During a recent trip to a nearby town, I was impressed that the counter person at the car rental agency already had my paperwork ready and remember my name from a previous visit. When I turned in the keys, she smiled again and was so very friendly. How could she have know what a stressful day I’d had and how bad my head hurt? Her congenial behavior went along way to brighten my mood and make me thankful I chose their rental agency over the competition. You can bet I’ll do business when them again!
Marianne Beckham, Contracting Officer, Alyeska Pipeline Service Company, Anchorage, Alaska
Dear Marianne,
It’s always great to hear from you. Great story! Thanks so much for sending it.
Ross, do you suppose that will help me when I speak in Greece next month at the Hellenic Institute of Purchasing’s Conference? I think I will try it.
Elaine, smiling and being kind will make all the difference in the world. I hope you have a wonderful time.
Great advice, we’re heading to Cabo for 5 days this Friday. There, I know they speak some English, but courtesy, gratitude and smiles go a long way. take care
Dear Joanne,
Thanks so much for your comments. Enjoy Cabo!
Ross I can just picture you being your warm, friendly self and winning everyone over. jc
Thanks so much for your comment, Judy.
Being nice works! I had a layover in Cincinnati a few years ago on a return trip to Michigan from Phoenix. The trip had been booked four months prior and I was very surprised that when I checked in at Sky Harbor, I was not given a seat assignment and boarding pass for the last leg home. I immediately inquired when I arrived and Cincy and was told that there was a delayed flight coming in from Houston that they were holding seats for on my flight. I was a bit taken aback by that because I had had my reservation for the flight for so long. With a smile and a calm voice, I explained to the gate agent that if I had been on a delayed flight and missed my scheduled connection, I would expect to be placed on the next flight that had seats available, and not literally kick someone else off the flight. I also explained that I had purchased that flight fully four months earlier. With that, I sat down and thought about my alternatives. Not five minutes later, I was paged to the gate and given a boarding pass.
Dear Cheryl,
Great example! Thank you so much for sharing. Ross