I am at Logan airport, returning from a four-day PMP class I delivered at Boston’s Lenox Hotel in the Back Bay. I feel amazing!
The feeling, I realize, is not from what I did but from the surroundings I was in. The hotel staff simply exceeded my expectations time after time. The people attending my class commented several times each day about how friendly the people at the Lenox are and how accommodating to special requests the team is — yes, I used the term team to refer to the hotel staff. If you want to benchmark a company delivering service exceptionally well, The Lenox in Boston is the place to do it.
One example of their concern for their guests and their adaptability — we were meeting in a room adjacent to a banquet room that was hosting a luncheon for 175 people and a speaker. It was apparent that our learning environment was going to compromised so the staff quickly set up the Lenox Board Room for us and got us situated prior to the arrival of the group. Once the meeting was done, the staff (ask for Didier, he is fantastic!) offered to return us to our original room since it was substantially larger. Interestingly, the class decided to stay in the smaller room since they had been treated so well during the change.
So how does relate to projects? Obviously, The Lenox has high customer service standards and they support the conformance with those standards (Quality Assurance). When they see a problem developing, like am effective project manager, they come up with solutions PRIOR TO a problem — they are proactive and handle change graciously, efficiently.
In either hotel-land or project-land, this is a job well done.