Collaboration happens

Despite how difficult collaboration can be, examples of successful collaboration can be found all over. I celebrate and learn from those examples, and so I keep my antenna tuned to find them.

I recently found two of them during a work-related trip to Meadville, PA.The first was at the Holiday Inn Express, where I found some of the best customer service that I have ever experienced.

Upon arrival the person at the desk was quick to explain the welcome wine and cheese would be closing shortly and everyone should help themselves before checking in. It only got better after that. Every single employee I encountered made it their priority to ensure I was having a wonderful stay and was experiencing no problems. It was an amazing experience to feel like I was the most important person staying at the hotel. I saw employees helping each other out, problem solving together and obviously supporting each other's work. In addition, everyone I saw seemed to respect and like each other.

I had to learn more about what created that type of environment so I interviewed Connie Darke, the general manager. I asked her how the property achieved such a pervasive and high degree of customer service. Connie would take little credit for herself, saying that what I was seeing were good people that care. I knew that good hiring in and of itself does not produce the results I witnessed so pressed for more details.

When asked about customer service training I learned it was provided by Travaglini Enterprises, the owner of the nine hotels, including this property, and a restaurant. The Vice President of Training comes to Meadville to do training, with a goal of empowering the staff to make them feel like they own the hotel and authorizing them to do what it takes to satisfy their guests. Connie said Travaglini focuses on customer feedback rather than occupancy or finances, knowing that the bottom line will take care of itself if guests are happy.

Connie follows up on this training by coaching the staff on an on-going basis. She also holds monthly lunch meetings where they review and discuss all the customer feedback received that month. They also celebrate instances where employees thought outside the proverbial box in an attempt to satisfy a guest.

All this is aimed at employees looking at the hotel building as their home, and the customers as guests in their home. Connie explained that just like a family pitches in and does what it takes to get ready for company and make company happy, employees know that it isn't OK to say something isn't their job. Its their mutual responsibility and everyone is to help everyone else make sure the guest has the best possible experience.

The great thing is that it works! I had asked for a late check out so I could leave my bags in the room until I left town, and when I went back I found the room was in the process of being cleaned. When I checked out I casually mentioned this and the Marissa at the front desk, who was appalled and extremely apologetic. Before I left she handed me a handwritten note of apology with an award of 1000 extra Priority Club points. You can be sure that if I am ever back in Meadville, or in any of the communities where Travaglini owns properties, I will be staying there.

The second collaborative find in Meadville was a inventive display of road signs turned into art. This project was a collaboration between PennDOT and the Allegheny College's Center for Economic and Environmental Development (CEED). CEED engages Allegheny College students, faculty, and the community in creating innovative approaches to environmental stewardship, environmental education, and regional revitalization. Time did not allow me to track down the individuals involved, but the resulting art speaks for itself: