Okemo (again)
Just got a letter from the GM at Okemo thanking me for writing to him to tell him about our positive experience. A few days ago heard from Kevin that management had shared my comments with him directly. In other words, this place not only talks about customer service, they actually do it, they back it up and the chain of command works.
Shortly before we went to Okemo I wrote a letter of praise about a manager at medical facility we had visited in late December and early January. The manager there was top notch and I wanted his manager to know about it….I have no idea if the message got to him. I sent it hard copy but I haven’t heard anything back saying thanks telling me I have great employees so who knows. Maybe the guy is busy..maybe not.
The difference in these two situations is clear. What is your firm like? Okemo or Brand X? How do you know?
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"At first I was a bit skeptical... but you were able to slowly rule over my skepticism with your candid stories, accurate information on ‘true’ leadership and your closing statement. “Here are the tools; I have not given you application but merely the tools to be great leaders.” Your stories about the next generation and not forcing them to “pay their dues” really struck a chord as well as your analysis of generation Y and their constant need for information…"
Dan Cullen
JP Cullen & Sons, Inc.