HOTELS

Bart Berkey

Do The Right Thing
July 29, 2008

How many of us do things for the right reasons? Are we honest with a client when we truly don't feel that our hotel would be a good fit for their needs? Do we try to make it work for the year 2011 because we'll get credit today and hopefully won't be around to handle the mess when the group arrives?

This week do something for someone else. Make an effort and direct it outward, not because you want to get ahead or get credit for something, but because it's the right thing to do. Last week we had about 20 colleagues volunteer at the National Institutue of Health's Children's Inn (www.childrensinn.org) here in the Washington, D.C. area.

The Children’s Inn at the National Institutes of Health is a residential "place like home" for sick children and their families. Children come from across the country and around the world to stay together with their families in The Inn’s healing environment while receiving groundbreaking medical treatments at the NIH, the world’s leading biomedical research center. While the NIH takes care of the child’s medical needs, The Inn tends to the child’s heart, soul and spirit.

This was my second time going to The Inn. I don't normally get nervous about too many things, but I was anxious for my second visit.  One of the young boys we met last year had lost his battle with cancer. Only a few weeks earlier, my colleagues were playing games with him and making him an ice cream sundae. 

I wanted to see familiar faces, but then again, seeing familiar faces would mean that the kids were still sick. OK, I did not want to see familiar faces because this would mean the kids were getting better. In my heart, this was my rationale and my hope. 

Our office brings food, games, and well wishes to The Inn several times throughout the year. Our event is designed to be entertaining for the children, while giving the parents a well deserved distraction from the harsh realities behind the purpose of their stay.  The Inn, with all of the volunteers, defines "hospitality," as the sole purpose is to make families comfortable while they are away from home. 

A reporter from one of the local papers arrived to interview people and to take photos. As I was one of the first people to greet him, I was excited and my first reaction was "Wow, I could be in the paper." Something happened. Perhaps it was the thought of Kaleb, the young boy who passed away. Perhaps it was the courage of these children that prompted me, that taught me, it's not about me. "I don't need to be in the paper." I quickly found my colleague Ralph as he was the organizer for all of these events. He should do the interview, have his photo taken and get total and absolute credit. Ralph is the type of person that doesn't need this type of recognition.

I'm sure his greatest reward came last year from Kaleb, who gave him a huge hug at the end of the evening. Kaleb's parents commented that their son normally doesn't take to strangers too quickly. Even children can sense goodness in someone's heart.

When you become more interested in the happiness of your client and the success of their event above the concern for your quota, you have earned a customer for life. The things that represent satisfaction in your life, whether it comes in the form of "hugs" or "room nights" will flow freely. Do the right thing, even when no one is looking.

Posted by Bart Berkey on July 29, 2008 | Comments (6)