The plane lands at 9:20, pm estimated time of arrival to Hotel 10:20pm! One hour later I am waiting for the car service on the curb at gate #2. The driver calls me and I kept repeating the gate or exit # and after 45 minutes he realized he was at the wrong terminal. Finally he arrives, I enter the car and notice the driver has a fresh black eye. I asked him what happened. He told me he was a boxer and he had match and got hit in the eye. I laughed and said bullshit, you were at a bar last night, got drunk and had a fight. With a startled look he says, how did you know? I told him I was in the nightclub business. Anyway, the best part starts now. Here is this teddy bear personality of a driver trying to find his way to the hotel with out a GPS. He calls in to Frank, the manager, and asks for help. At this point I had to just laugh and film the situation. It went from bad to worse. After several failed attempts and Frank could not help, I asked him to pull over to the nearest hotel where I took a taxi. Arrival time, 12:30, so much for the casual get together!
The following 3 days I attended an amazing forum and on the 3rd day I was getting ready to give a testimonial when I received a phone call. It was Frank, the manager, asking me if I would like to arrange a pick up time. I was shocked! I said, Frank, are you serious? Did you know I ended up taking a taxi? Frank responded by apologizing and he was eager to repair the mistake. I told him that I would do it under one condition, that he would have to personally pick me up and listen to me. Frank told me he does not drive but he is the manager. I said to him, I know you are the owner and you don’t drive but if I schedule a pickup you have to drive me. He agreed and showed up on time. First impression of Frank: sloppy looking with long curly hair. I said to him, how can you show up like this? “Well, I am a soccer player. I am like the Great Messi for San Diego.” I told him I really don’t care what he does on the side but he needs to look more professional. How does he expect his employees to show up to work looking good when he doesn’t set the example. I was so pumped up and inspired from the forum and that is when he had to listen to my advise on how to improve his company, what books to read and how he can take control.
Frank was not really sure what to make of me. He looked at me and just listened. Frank took an important first step by showing up. He was put into position of taking the responsibility of repairing damage that was created by another employee. Frank has the potential to grow and improve his company but sometimes people get comfortable with an acceptable product or service. The goal is to have an exceptional product or service! Frank was surprised and happy at the end of our ride and conversation. He thanked me with a hug.
In my company the buck stops with me! I am responsible for all mistakes in my company and try to make no excuses! I teach my kids to take full responsibility for their actions. When you ask my 10 year old, what is an excuse… she responds, “excuses are for losers.” We all make mistakes, but the majority will not assume responsibility.
Frank took responsibility and rearranged his schedule to pick me up… I am confident he will put his house in order. By taking responsibility he earned a loyal customer!