We All Like To Be Seen
I live a privileged life and for the last twenty years, I have been traveling on a frequent basis, which normally sees me international at least once a month. It might be the US or UK for speaking, it might be closer to home, but more often than not, it is into Thailand with most ventures starting and or ending in Bangkok.
I’ve just arrived home from our latest corporate bike ride with the franchisees of Anytime Fitness, along with head office staff and suppliers. It was an outstanding experience and a privilege to lead them over 500kms from Hua Hin to Baan Tharn Namchai. But that’s not what the story is about today; today, I write about the value of being seen.
I have been staying at the same hotel in Bangkok for the past eight years, I would suggest, and I am there, on average, every six weeks. I might be travelling on my own for work or bringing 40 riders with me. It is a great hotel, well positioned, good facilities and ticks the boxes.
Each time I arrive at this same hotel, I am greeted warmly by the staff, who many I recognise by sight. They ask about my travel and how it was, and with that, I wonder if today will be the day. Then the follow up question confirms, today is not the day. “Have you been to Thailand before or is this your first trip?” They then proceed to follow the script laid out for them to tell me what level breakfast is on (level 7 in case you're wondering, and it starts at 6.30am).
I look at some of them and wonder if they are taking the piss? I think to myself “you, you are the one who checked me in three weeks ago and a few weeks prior to that”. Now this is not about my spirit being crushed or not been memorable enough for them to recall a frequent guest, but how can they not have a box on their screen that when they open my booking, it says “return guest”? Just a “welcome back to our hotel” would suffice.
Now compare that to the reception I receive at Avani+ in Khao Lak under the management of Simon Beaumont. I stay at his hotel a number of times a year and again bring with me riding groups who enjoy the facilities of the property. Compare this experience to the Bangkok hotel. Everywhere I go throughout the hotel, I am greeted by name, I am joined for coffee at breakfast by the GM and without fail, there is a personal message of some type in my room. Here is today’s welcome back message. They were even conscious of OH&S and put a helmet on the bike rider.
The added cost incurred by Avani+ staff to cut up a banana leaf and use my name is almost next to nothing, yet the impact and value are huge. Recognising loyalty doesn’t need to be in frequent flyer miles, status credits or free nights...
The difference between being processed and being seen is often small in effort, but significant in impact.
For leaders, this matters. People do not always remember the policy, the process or the script. They remember whether they felt noticed, valued and understood.
This is one of the ideas I explore in my keynotes: how leaders create trust, connection and performance through the way they show up in the moments that matter.
If you are planning a conference, leadership event or team session and feel this message could support your audience, you can download my latest speaker kit below.