Are you endorsing a philosophy or a campaign?

The second book in the Remember the Ice series focuses on shifting the paradigm of customer service to providing Exceptional Care for Your Valued Client.  During a recent conversation with my co-author LuAnn Buechler, we touched upon an interesting discussion.

LuAnn has over 30 years experience in the Hospitality industry, and is also an exceptional event planner.  The hallmark of her success is her insatiable attention to detail and providing great care for her clients.

She shared she had worked for a major hotel chain for 5 years.  During that time, they had all of their employees wear buttons or badges that said:  “Yes I can.”  The message to their clients and guests was simply:  Yes, we can take care of that for you.  It relayed to the employees and customers alike that the employee was empowered to say “Yes, I can help you with that. Yes, I can find a solution that will please you and keep you as our customer.”

On first look, this is a brilliant idea.  It is a great philosophy.

As we talked, I asked her if the hotel was still using the buttons.

She said, “No, they stopped a few years ago.”

Now their campaign is:  “You’re more than welcome.”

Think about the difference between a philosophy and a campaign.

Philosophy:  a system of principles for guidance in practical affairs.  The rational investigation of the truths and principles of being, knowledge, or conduct.

Campaign:  a systematic course of aggressive activities for some specific purpose for example:  a sales campaign.

In my opinion, the hotel had an opportunity to keep a philosophy alive and well.  The principle of empowering their employees to say, “Yes, I can take care of that for you.” 

It appears that it was instead a campaign.  There is still a great deal of value created by the campaign; however, campaigns usually have an ‘end date’.  A philosophy is a living system, with no end date.  It has a beginning and an opportunity for an endless effort of implementation.

Are you focusing on a campaign of eradicating your “(K)notty Words” or are you making it a philosophy?

Remember the Ice is a philosophy.  Utilizing empowering word choice to attract the life you want is an ongoing philosophy.

Remember, there is Power in the Clarity of your Articulation.

This philosophy helps you attract the life you want through empowering word choice.

Enjoy your journey!