Leading With Emotional Courage

CHAPTER 13THE IMPACT OF TRUST: THE REAL SECRET OF THOROUGHLY EXCELLENT COMPANIES

At a well-known five-star hotel, I asked if I could extend my checkout time by two hours. I was told no; the hotel was full. Unless I paid for a half day; then they'd accommodate me.

Huh?

If the hotel was full and needed my room, why would it make a difference if I paid them? And if they did have the ability to extend my checkout, why would they charge me? I spoke with the manager. Same answer.

That was the last time I stayed at that hotel franchise.

Contrast that to my recent experience at the Four Seasons in Dallas, Texas, a hotel where I've stayed several times.

When I arrived, I didn't have to stand in line to check in; the valet simply handed me the key to my room. The room was setup exactly as I like it: a yoga mat, an exercise schedule on the bed, and a bowl of fruit on the table. And they automatically extended my checkout time.

I am a customer for life.

How do they do it? What's their secret?

I sat down with Michael Newcombe, general manager of the hotel and 17-year veteran with the Four Seasons, to find out. A woman from room service brought us water and we began to talk.

He told me about meeting Isadore “Issy” Sharp, who founded the Four Seasons in 1960 and is still its CEO. Michael met Issy in London two weeks before transferring to a mid-level job at the Four Seasons in Toronto. Issy shook his hand and told him he'd check on him the week he arrived in Toronto. True to his word, Issy ...