Recently I went to check out a few hotels to look for a suitable training venue. In one the receptionist said: “I’ll just tell the Director. Everything has to go through him.”
Now I really try not to make snap judgements but the following flashed through my mind:
- Doesn’t the Director give responsibility/empower his people? He must be insecure. Moreover, what will happen if I have a problem?
- Having everything going through him is really inefficient … and a cost for the hotel … which sooner or later will be passed on to the customer.
Just think what a casual comment can do.