If it's not Boeing, I'm not going!

Hello friends,

I visited the Future of Flight Aviation Center at the Boeing campus in Everett, Washington this morning. Sure, the planes were cool, especially the three partially completed 787 Dreamliners I noticed parked in one of the hangars, but what made the trip memorable for me was the attention of the staff.

Of course, I realized that the following points are especially applicable to employees in the hotel industry. Follow me, please.

1. The staff smiled constantly and maintained eye contact when they were talking to a guest. From Roger the bus driver, to Toni the tour guide, and Christina the receptionist, everyone had a smile on their face, all the time. This is great because it shows they are welcoming and care a lot about their guests. Besides, a smile is also contagious!

2. The staff had knowledge of their product. For the museum staff, they had to be familiar with everything about Boeing in case a guest asked a question from left field. Christina mentioned that the Boeing Dreamlifter (the cargo plane that takes Boeing parts to and from the campus) was taking off that morning. One look outside, and we saw one of the coolest planes lift off from the runway. An amazing sight. Toni could talk knowledgeably about why the 787 wasn't being delivered on schedule. It's important that the staff knows their product in and out, even if they have to discuss negative issues. Coming clean with the guest is better than leaving hidden charges.

3. The staff were courteous. Being polite and attentive to the guest doubles their enjoyment of the product the company is offering; in this case, a tour of the Boeing plant. A simple, "Please mind the steps," "Please watch out for the door," "Thank you for coming," "Is there anything else I can do for you?" goes very, very far. Christina even gave my brother a stuffed Boeing plane as we were leaving. It's the little things that count.

These points seem like simple things to accomplish, but they're definitely easier said than done!

Thanks for checking in, and I look forward to seeing y'all again soon.