He talked about getting every employee to feel good about the good they do for customers.
“If you make someone feel good about themselves, they will love you for it,” Wynn said. “Forget the crystal chandeliers, the hand woven carpet, and the marble. It means nothing. All of a sudden you’re engaged with someone who cares about you.”
He uses the example of a couple who had left their medicine (including diabetes meds) at their home five hours away, and Wynn notes the bellman who drove to the couple’s home to pick up the medicine from their housekeeper. He mentions the card dealer going on break who noticed two customers looking confused. The dealer engaged the customers, asked if they needed help, and then walked them to the conference room they were looking for which was located about five minutes away.
But then Wynn talked about how the organization uses existing shift change meetings that happen all throughout his hotels – in housekeeping, the kitchen, the front desk, and the casinos – as a place where supervisors ask for these success stories and use the stories to immediately recognize staff via their intranet and break room postings.
Wynn focused on transforming the organization by going to the heart of the organization – its customers and employees. He prioritized making customers feel special, and then making those employees feel special for what they did to serve customers.
Whether your organization has the glitz of a casino or not, ensure that every customer walks away knowing that you care about them. Encourage employees to make customers feel appreciated, and then appreciate your staff for doing it.
“If you make someone feel good about themselves (customer or employee), they will love you for it.”