A few years ago, a colleague of mine was traveling for business. It was towards the end of a long trip and he was weary from multiple nights in different hotels. As he checked in to a particular hotel the front desk attendant noticed that he looked tired and distracted. The hotel employee asked if he was OK, to which he responded, "You know how you feel when you're really exhausted from working hard and all you want to do is go home and have a peanut butter and jam sandwich with a glass of milk? Well that's how I feel."

So he checked in, took his bags up to his room, and sat on the bed watching the television. There was a knock on his door claiming "room service". He was puzzled since he had not ordered anything. When he opened the door, the waiter was holding a tray on which there was a peanut butter and jam sandwich with a glass of milk. The waiter simply said, "Compliments of the hotel management. Enjoy your stay."

Guess what he talked about for months afterwards? Guess what his hotel of choice is now? And it happened because one person listened to the customer and responded. That's all it took. Seems simple, doesn't it?

This true story epitomizes what we at MGH Leadership strive for. It is the reason we are in business. It is our goal to leave you with genuine knowledge that someone listened to you, and responded in a way that helped you be that much more successful in your own endeavors, to help you maximize your potential.

Mike Hainey, BA, CSP
President

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