The Hotel Visit (Habit 2 – mission statements)

I was scheduled to train 175 Shopping Center managers at a […] hotel. I was amazed at the level of
service there. It wasn’t a cosmetic thing. It was evident at all levels, spontaneously, without
supervision.

I arrived quite late, checked in, and asked if room service was available. The man at the desk said,
“No, Mr Covey, but if you’re interested, I could go [to the kitchen] and get a sandwich or a salad or
whatever you’d like [to have…]” His attitude was one of total concern for my comfort and welfare.
“Would you like to see your convention room?” he continued. “Do you have everything you need?
What can I do for you? I’m here to serve you.”

There was no supervisor checking up. This man was sincere.

The next day I was in the middle of a presentation when I discovered that I didn’t have all of the
colored markers I needed. So I went out into the hall during the brief break and found a bell boy
running to another convention. “I’ve got a problem,” I said. “I’m here training a group of managers
and I only have a short break. I need some more colored pens.”

He whipped around and almost came to attention. He glanced at my name tag and said, “Mr
Covey, I will solve your problem.”

He didn’t say, “I don’t know where to go” or “Well, go and check at the front desk.” He just took
care of it. And he made me feel like it was a privilege to do so.

Later, I was in the side lobby, looking at some art objects. Someone from the hotel came up to me
and said, “Mr Covey, would you like to see a book that describes the art objects in this hotel?”
How anticipatory! How service oriented!

I next observed one of the employees high up on a ladder cleaning windows in the lobby. From his
vantage point he saw a woman having a little difficulty in the garden with a walker. She hadn’t […]
fallen, and she was with other people. But he climbed down that ladder, went outside, helped the
woman into the lobby and saw that she was properly taken care of. Then he went back and
finished cleaning the windows.

[..] I went through the back door into the kitchen, where I saw the central value: “Uncompromising
personalized service.” I finally went to the manager and said, […] “I’m amazed at what you have
here.”
Vocabulary:

English Definition or synonyms

I was amazed Checking up A. Looking to see if someone has done
something you have asked them to do
It wasn’t cosmetic Name tag B. Something you wear at an activity
with your name on
Checking up A walker C. A metal structure that helps you to
walk
He whipped around Vantage point D. A place which is higher up from
which you can see lots more things than
if you were at ground level.
Glanced I was amazed E. I was very pleasantly surprised
Name tag It wasn’t cosmetic F. Which cannot be broken
Vantage point Uncompromising G. It wasn’t just at a surface level
A walker He whipped around H. He turned around very quickly
Uncompromising Glanced I. Look very quickly

Comprehension activity

1. What did Mr Covey want when he arrived at the hotel?

He asked if room service was available, so he want to make a reservation for a room

2. How did he know that the man who was attending to him (in Q1) was sincere?

Because there were no supervisors nearby and the man really wanted to help him.

3. Did the Bellboy solve Mr Covey’s problem? (About the pens)

In the reading it is mentioned that the service man tells Coveys that "I will solve your problem" but
as such he does not say if he does.

4. What took Mr Covey by surprise when he was looking at the art objects?

a book that describes the art objects in this hotel

5. What did the person cleaning the windows do that impressed Mr Covey so much?

That even doing his job he took the time to help the lady who needed help

6. What did Mr Covey see in the kitchen?

central value: “Uncompromising personalized service”