Great People Make a Great Difference
I had a few days break in Madeira last week. It’s the first time I’ve been there and I’m glad I visited.
Before we went people told us that it was a lovely island – and it is. In fact, it’s immaculate. The capital Funchal is pristine. The streets are extremely clean and tidy, there is no graffiti, no rubbish in the streets and you never see a waste bin overflowing. Up in the mountains the air is clean and fresh and the scenery is spectacular. The Madeirans really care about and look after their island.
We were also told that the people are very friendly – and they are. And that’s what made me decide to write this blog.
The Hotel where we stayed is on the hillside in Funchal. It’s an old manor house, set in lovely grounds, that has been extended to create the hotel. There were some things about the hotel that were not as we would prefer. (The beds were a bit on the hard side and the Wi-Fi in the bedrooms was hopeless.) However, we forgave them that because the staff were so helpful and accommodating.
I’ve noticed this same phenomenon in many other situations. If the people that are there to deliver the customer experience are well recruited, expertly trained and empowered to do what they think is right for their customers, you tend to overlook or forget minor issues with physical things. Both are obviously important. But great employees will usually make up for other minor flaws.
© Copyright Chris Daffy