Craig Newmark leads through service
4 Comments
Last Monday, I wrote about the one-line recipe for social media success. Today, I came across a post from Craigslist founder Craig Newmark that inspired me:
Folks, people ask me why I’m permanently committed to my job as customer service rep at craigslist.
Also asked: why I’m not interesting in selling the company.
The deal is that my personal mission, my twist on public service, means that I gotta stay firmly part of the grassroots, the virtual street.
My permanent personal commitment to customer service helps make that happen.
Days ago, I realized that I’m not interested in selling because too much money tends to sever one’s connection to the grassroots.
Money can change you, and I resist that kind of thing.
For a company with (rumored) revenue over $100 million, that’s impressive.
Bravo, Craig!
How do you stay connected to the grassroots?
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J
I think a great way to remain connected to the grassroots is to involve yourself in the day to day working of the company.
JW Marriott used to eat out at his Hot Shoppee outlets ever so often by making a surprise visit and check.
Michelin Chefs spend a day in the kitchen cooking themselves.
Marriott General Managers are encouraged to spend more time on the floor of the house to see what is actually happening.
I make it a point to try and check in guests and respond to guest complaints or requests myself, whenever I am in Goa.
How do you other hoteliers keep in touch with your business ?
Cheers
Mihir
Very good examples! I’d love to hear stories of how other hoteliers stay close to the business….
Great post, thanks Josiah. In hotel group sales the more successful you are the bigger the group you are focused or responsible. Over the years you go from booking the 50 person groups to the 1,000 person annual events that last for 3 nights. The revenue goes up dramatically per contract. However I have found that to remain in touch with my business and my customers, I need to continue to focus on smaller groups. Smaller groups although less financially rewarding usually consist of executive board meetings, or VIP attendee intensive. They require more focus and, believe it or not more, are often more time intensive. You have fewer resources helping you execute the program so the details must be perfect. I enjoy these smaller groups because I feel as though I am more connected to the reality of executing highly successful meetings because I am not only focused on the big fish but also the smaller groups as well.
Interesting – thanks for sharing your experience with this, Bryan. I love examples like this of great service to the smaller groups. You never know what future business will come from your focus on serving them.