Conversation with … a guest
Last Monday a guest called me regarding one of our associates, a room attendant named Martha. Martha has been here since opening, so I was fairly confident that it was going to be a good conversation. Well, it turned out to be an incredible conversation.
Martha noticed the guest was very upset on Friday night and immediately asked if everything was okay. The guest explained that she came to New York to record a song to benefit the earthquake and tsunami victims in Japan. She had booked a recording studio, hired musicians and had also hired a children’s choir in New York to sing with her. Unfortunately, the children’s’ choir had to cancel at the last minute, and now the guest was in trouble, as the song centered on the children’s voices. She had already invested money in the studio, and the musicians and didn’t know how she was going to finish the project.
When Martha heard the story she immediately called her church to inquire about their children’s choir. Martha was able to round up about 15 children from her church and through friends, arranged for the guest to be driven to the Bronx for rehearsal and back, and helped get all of the kids to the recording studio early Saturday morning.
As the guest was telling me this story she became emotional and could not believe all the Martha did to help her out. (She is sending me the final song mix, and I will include it in a future blog.)
Martha pulled off the impossible; I am not sure how many people would have even tried to help with a problem of this magnitude.
In typical “Martha fashion” she didn’t tell me this story, and she said I shouldn’t make a big deal about it. At our weekly managers’ meeting we presented Martha with a gift card as a small token of our appreciation. True to form, she gave it to the kids who volunteered to sing the song. It’s almost impossible to train behavior like this, but Martha showed our entire staff that we should remove all barriers when trying to help our guests. Every single associate can make a difference; they just have to WANT to.