There is this very cool boutique hotel that I have stayed at monthly for the past year called the ZaZa.  The décor is very eclectic and I have developed some relationships with a few of the staff that make my visits extra special

There was, however, one aspect of the hotel that was less than satisfying:  the service at their restaurant.  I had, unsuccessfully, attempted to give input to various managers yet their demeanor was usually defensive so I gave up any hope that substantial change would occur.

During a recent visit a couple of months ago a gentleman with a commanding presence introduced himself to me, having overheard one of my “coaching conversations” with one of the hostesses whom I had befriended.  He was the new general manager of the property and asked me to go into greater depth with him regarding my concerns about the service.

We spent two hours together.  I felt truly received and had confidence that he would, indeed, cause a transformation to occur at the property.

During my visit to ZaZa last week we ran into each other and he encouraged me to have breakfast at the restaurant.  Previously, the service was so bad, I would call ahead and order my oatmeal so that it would be ready by the time I got downstairs.  Mathew, The new GM, knowing my strategy encouraged me to take a “risk” and try out the renewed service.

As you might suspect the wait staff had a better attitude, a kick in their step, the oatmeal was delivered in a timely manner and Mathew had delivered on his promise.

I had told Mathew that since I was planning on being a guest at his property for the next year that I would “partner” with him to support the process of transforming the hotel.  I offered to deliver a 3 hr. pilot program on Cultivating an Extraordinary Customer Service Culture and he made several generous offers in return.  He further requested that I give him timely and candid feedback during each visit.  He has since sent me an e mail thanking me for my input and letting me know the specific ways in which he has already implemented some of my suggestions.

I had finally decided to practice what I preach:  To turn complaints into opportunities for contributions.  It is fascinating what occurred the moment I declared that I wanted to be a conduit for improving the service at the hotel instead of just complaining -   Mathew appears.

I can now, without reservation, strongly recommend the ZaZa and look forward to each subsequent stay knowing that they are on a track for continuously improving.