I just finished a biography of Conrad Hilton, who built the Hilton hotel chain from absolutely nothing to an amazingly successful worldwide hotel empire. While Hilton was a hard driving businessman, his biggest concern was to make sure that guests of the Hilton hotels had a superlative experience every time. He went out of his way to make sure that happened.
Conrad Hilton was very much aware that providing top-of-the-line experiences for his guests was not going to happen unless the employees of his hotels were happy in their jobs and willing to go the extra mile to accommodate their customers.
According to the book The Hiltons by J. Randy Taborrelli, “Hilton began to understand that a staff of contented employees usually resulted in a thriving business. He began to encourage regular meetings with his staff, listening to all of their concerns and taking care of each as best he could. Caring about his employees and viewing them as people with families and lives of their own rather than merely his charges would become an integral way of doing business for Conrad Hilton, and in years to come would account for much of his success as a hotelier.”
As an owner or manager of a business, it’s important to take a personal interest in your employees. We all have our good days and bad days, problems that need to be overcome and times when everything is going right. Every day is a new experience for all of us. By being aware of what is happening in the lives of your employees you a providing a great example of how your employees are expected to treat every visitor to your business.
The way management treats employees is most often the way employees will treat the customers. So engage and connect with your employees. Let them know that they are important to you and you create a happier and more engaged workplace.