96% of goal, 100% of trust

96% of goal, 100% of trust

I had the pleasure to interview a candidate recently, and the conversation naturally turned to questions about revenue production. This person ended the year behind goal, and clearly stated why this occurred:

They were given a choice to bid on a piece of business that was not the best fit for their hotel. It was very space-intensive and would not allow for any other sales colleagues to book other groups during the same time with sleeping rooms. The customer was willing to sign the contract by the end of the year if their demands were met. This salesperson, given a choice to make their numbers with a bad booking, made the decision to forgo the program. At the final hour, a teammate was able to utilize the same space with more guestrooms, thus allowing the overall team goal to be achieved.

While they did not meet their year-end revenue goal (96%), they felt confident and proud in their decision to earn 100% of trust from their hotel and sales colleagues.

Years ago I worked at a hotel that declined a group, as the meeting planner of an annual event was incredibly disrespectful and downright nasty to the staff. After the first meeting, we had a meeting to understand the style of the customer and assigned new banquet captains to assist, hoping that the fit of a newly assigned employee would calm her reactions. After the second meeting, when the treatment of our employees became worse, she was politely asked to offer another contact person for the hotel staff to work with. When she disagreed, we asked the client to move her meeting to another location, and we would assist in finding an alternate hotel. The executive team decided that the happiness and proper treatment of our staff was an obligation that was more important than revenue from this one event.

Are there situations like this in which your overall goals may not have been achieved, but your internal moral treasure box was plentiful?