The Speaker Behind The Nose


One of my favorite things to do before taking the stage or doing training at an event is to stay at the property in “stealth mode” for a day or two before. These stealthy stays allow me to go in deep and experience with fresh ears, eyes, nose and mouth, the appearance, demeanor, ambiance, attitude, and overall character of the people and property that I will be working with. This is where I gather most of the material I use in one of my most popular programs, The Payoff of Presence: Learning to listen with all 5 senses.

When people don’t know who you are, they are more likely to be who they are and that’s when the learning happens.

It’s a rare pleasure when I can give every team at a property high recognition in all areas of guest experience and that is exactly what I did last week with the teams at the Intercontinental The Clement Monterey.

Every member of every team at this property defined what it means to go Beyond and Beyond to create the extraordinary guest experience. I did not find one Grinch on the entire property. On the contrary, everyone in the whole place was genuinely happy, exceedingly helpful and…ridiculously available.

When I returned to my room that night to work on my program it occurred to me that more of an interview style program would be great. Why not spend the time to find out what makes this team so happy and motivated and build a program specifically around that.

Arriving early allows time to connect with my clients in ways that help make me a better presenter and my programs more personal. It also allows me the time and flexibility to tailor the training to the relevant needs of the property.

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