Wisdom Wednesday | 10/19/22
“Do You Love Your Job?”
After about 15 minutes with Noah… Simon said, “Noah was fantastic! He was friendly and fun. He was so engaging and I had so much fun just buying a cup of coffee from him, that I actually gave him a 100% tip.”
So as is Simon’s nature, he asks Noah, “do you love your job?” And without skipping a beat, Noah replies, I love my job!” Simon followed up and asked, “what is it that the 4 Seasons is doing to make you say you love your job?” And again, without skipping a beat Noah said “throughout the day, managers will walk past me and ask me how I’m doing and if is there anything I need to do my job better. And not just my manager, any manager.” And then Noah said something magical… He went on to say, “I also work at Ceasars Palace.”
Noah said, “at Caesars Palace, the managers are trying to make sure we’re doing everything right. They catch us when we do things wrong.” He goes on to say, “when I go to work there, I try to keep my head under the radar and simply get through the day so I can get my paycheck. But here at the 4 Seasons, I feel I can be myself.”
Here’s what’s so captivating about this story… same person, yet entirely different experience for the customer who will engage with Noah depending on if they meet him at the 4 Seasons or Caesars Palace. Yet those in leadership are always criticizing the people. We’re always saying, I need to get the right people on the bus, I have to hire better people, etc. But the reality is, it’s not the people. It’s the leadership and the culture that is created by the leadership team. Because if we create the right environment, we will get people like Noah at the 4 Seasons. Yet if we create the wrong environment, we will get people like Noah at Caesars Palace.
Which Noah is on your team? Which environment have you created for your organization… The one at the 4 Seasons or the one at Caesars Palace?
