A client recently told me he prides himself on sending handwritten notes to employees.

As the vice president of a large hotel chain, he has never met many of these people in person so this is his way of making a connection. Like his hotel brand, he strives to create an experience that is memorable, personal and increases guest loyalty. He’s trying to get his property managers to look for ways to show appreciation to their own employees.

While not suggesting they begin a note-writing campaign, he says it’s like a trickle-down theory. If managers express appreciation to employees, those workers will feel valued and that will spill over to how they engage with guests. Well put. This is a guy who gets it. [Read more…]