No We Don't...Yes We Do

No We Don’t…Yes We Do

Last week, before speaking at the International Builder’s Show in Las Vegas, I strolled through the casino at The Wynn Hotel, looking for a bite to eat. The Wynn is a first rate hotel that I became a guest at through a fantastic Hotwire offer. The rate I received indicated the hotel definitely was not seeing the volume of traffic they are used to.

Anyway, I found a café, sauntered to the counter, and stood squinting to see the wall menu printed in the most visually daunting font imaginable. I was not alone. Three other people squinted alongside me. The counter worker appeared and informed us they did not open until 11:30 (ten minutes away), then proceeded to stand at the cash register and stare glassy eyed out onto the casino floor. I looked around at the people standing behind me and thought, “How difficult can it be to take an order, provide a beverage and get my cold sandwich started now? You have business in front of you. Take advantage of it before we turn and leave.” Then I turned and left.

Through the years I have waited numerous times for businesses to open. Once, at Sam’s Club on a Saturday morning, I waited with 22 other people. I had nothing else to do (like buy something) so I counted them. Another time, I waited with a group at Marshall’s for 20 minutes before the doors were unlocked at precisely 12pm. I certainly understand the need for staffing and organization, however, I just can’t understand how anyone can look out the front doors, see customers standing and waiting and not feel compelled to let them in. What a refreshing change it would have been had the manager at Marshall’s opened the door at 11:40 with a “Welcome! We are glad you’re here – there are some fabulous buys to be found in the purse department. We won’t be able to ring you up for a few minutes, but please come in and peruse.” They could take a lesson from the coffee shop I visited this week at 5:45 am. I had a long drive and noticed the lights were on, so I ran up to the door and knocked. The barista came to the door and said, “I can’t get you anything fancy as I am just opening up, but I can get you a cup of coffee.” I gratefully accepted her offer.

The next time you find yourself saying, “We don’t…” stop yourself, and try to find a way to say, “We do.” Flexibility is key.