“We all have expectations, and when you raise your expectations, everything gets better.”
Paying attention to the smallest details can transform any organization into a world-class operation. During my days at Walt Disney World and Marriott Hotels people quickly learned that I am a detail oriented leader. That is because everything matters if you want to be world class. On a recent trip, Jody Maberry noticed 8 light bulbs out in a high-end hotel and trash in the urinals at another venue. That definitely did not give a world-class experience. The devil’s in the details, folks, and that is why they matter.
The presence of a leader on the ground can make a monumental difference. When I ran a hotel, I did daily walkthroughs, starting at 6:30 AM. It’s a routine that ensures no detail, however small, gets overlooked. It’s these small fixes that build a world-class reputation. The real magic happens when you involve your team. As I made my rounds, employees started pointing out issues before I even saw them. Lead by example, and your team will follow.
If you set the expectation for excellence, trust me, everyone steps up their game. Employees appreciate a well-kept environment and customers feel the difference. It’s a win-win! It doesn’t happen if you just walk your establishment once. Repetition makes familiarity, and you’ll start noticing details you missed before. As I always say, “Everything matters if you want to be world-class!”
Make sure to listen to this full episode to hear more about how these principles can bring about tangible improvements and customer satisfaction in any setting.
Want to turn your vacation into a magical experience? Call Magical Vacation Planner. They get every detail right. In every type of business, every little thing matters. You can reach them at 407-442-2694.
Resources
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Key Moments
01:27 Active, visible management drives operational excellence.
04:30 Clearly communicate expectations and lead by example.
07:17 Value of hospitality and leadership.
10:29 The Importance of High Standards in Team Morale:
13:57 Spread magic by creating meaningful experiences for others.