Cigarette butts and the most important employee

Posted on April 17, 2012

I recently stayed at the Pan Pacific Hotel in Perth. One of the employees was picking up cigarette butts out of the garden and I commented on what a wonderful job he had!!! His comment back surprised me. "My job helps keep our hotel its five star rating."

Helping workers see the bigger picture, the importance of our work in the context of customers and our standards, increases both employee and ultimately customer satisfaction.

My final comment to him was "that would make you one of the most important people on the team". He responded with a smile and said "yes, I guess it would."


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