Sunday, May 2, 2010

Incorporate planned spontaneity

Andy Hanselman's pointers on planned spontaneity.

I once completed a questionnaire after staying at a hotel and mentioned a particular staff member who had been ‘outstanding’. I got a lovely letter from the manager thanking me for the feedback and telling me that this member of staff was one of his ’star players’ and that he’d be letting her know I’d mentioned her. Specific acknowledgement demonstrated to me that he was listening and that my opinions counted for something.