I am writing you today barely 24 hours after the end of #mtts2014. This isn’t my recap since I’ve barely been able to assimilate myself back into society. Best I’ve managed is to have clean underwear. This is about something else that I experienced during the event that struck me more than anything else.
I started working in the restaurant industry right after high school. Started as a prep cook, worked my way up to assistant kitchen manager and became a corporate trainer before getting into a management position. During this time I has the opportunity to work with people who literally shaped the way I do business today.
The company I worked invented kick ass customer service for the restaurant industry. The service standards we perfected were copied by every chain, large and small. It was, in short, that every employee, from the host and bus staff, all the way back to the kitchen, had the ability to guarantee, no matter what, the guest experience. No manager intervention necessary. It just happened, because that’s the way it should be. No matter what.
MINI Takes the States 2014 was a tremendous undertaking. 1,000’s of people, 400+ MINI Coopers (daily) plus anything and everything else you can think of. The numbers were huge. And, with those kinds of numbers, you would expect a few things to go wrong. And they did.
But here’s the thing. When they went wrong, they were fixed. If person A couldn’t handle it, person B took up the slack before handing it back to person A. There was follow-up. There were hands on repairs by regional managers. Stuff was getting done, done well and in short order to get folks back on the road.
No matter what.
I watched as some of my friends became part of the numbers. And every time it was corrected. Not because they were my friends, but because that was how things were being done. Even if MINIUSA couldn’t do anything to fix an issue, they still managed to find a way to try to lessen the blow. Flowers, a very nice massage at the next stop, personal attention, phone calls, follow-up.
Not many people said anything about their personal experiences on the internet, but I heard the stories and knew it happened, which is why I’m sharing it with you. MINIUSA is really knocking it out of the park and I wanted to make sure you guys knew about it.
We are still closing out #mtts2014. Besides the almost 400 photos we shared, coast-to-coast, we have posted 3 audio pieces and have more to come, including some great audio of an amazing exhaust system that should be coming by the end of the year. Trust me, you can’t wait to hear it!