1/26/2012 7:01 AM
Everyone has permission to say ‘Yes’
“My friend was the GM of the Mandarin Oriental in Hong Kong. I read that he’d won yet another award for service. I called him and asked how they keep winning these awards. ‘I don’t know,’ he said. ‘Perhaps it’s because I give everyone permission to say ‘Yes’ to a guest request. But, they are not allowed to say ‘No’ to a guest unless the manager gives them permission.”
Source: Jan Carlzon, talking to me a couple of years ago.
Where does this tip come from?
The IHG Leadership Coach, who was told this story by Jan Carlzon. The IHG Leadership Coach is a resident leadership expert. He runs the IHG Leaders Lounge, a unique, award-winning online leadership development community where leaders from IHG’s owned and managed hotels share proven practice in how to lead their hotels in a way that inspires higher performance. These leadership tips are only licensed for use within IHG branded hotels and shouldn’t be used outside them