I agree with Adam Grant on his study, and I do experience it at my work place. I work at a hotel where I meet and deal with...
I agree with Adam Grant on his study, and I do experience it at my work place. I work at a hotel where I meet and deal with hundreds of people, each with different needs and preferences. We have a program at work that's called GSS (Guest Satisfactory Survey), which is a survey that is sent to guests after checking out of our hotel asking them about their stay which they can rate us with, and leave comments or recommendations. We print the GSS every week to see our progress and comments. The point that Adam Grant did not talk about was the negative side. I do look forward to read the GSS to know how we are doing towards our guests and how we can make their stay a better experience. When I get a positive comment from a guest, I get very happy and excited to see that I'm doing a good job and I keep doing it in the future. But, I also look for guests who didn't like the way I treated them, or the way I dealt with a situation that concerned them, and I take that negative comment and think of a way to get better at what I do and how I work around the hotel. To me, this is also a motivation as I care about my job and I like taking a good care of our guests. I like my guest to have the best experience ever, and over the years I have built a decent portfolio and background in my career. And I don't stop there, but everytime I go somewhere and I stay at different hotels, I do observe how other people in guest services work around hotels and deal with different situations, and I learn also from them. If I experience something that I like, I do add it to my experience and try to apply it on guest at our hotels. But, if I don't like a behavior from another person in guest services, I try to stay away from it. At the end, an important point that Adam Grant missed is the passion that each individual has towards what he/she does.