Percentages

About 15 years ago I was asking, “How can we transform the culture in our hotels?” because if guests aren’t happy, they don’t come back. In business, you rarely come up with a big idea that changes everything, but I had a light-bulb moment.

We came up with a program we called +1. We asked the whole team to look for 1% improvements in how they served our customers. The +1 interactions are often little acts of kindness – things that aren’t on the job description, which can make a difference to a guest’s stay. So a waiter, for example, could be asking “How can I serve breakfast better, so it is a delight?”

It can be something really simple – though it has to be more than just a smile to qualify as a +1 – we should be smiling at guests most of the time. Maybe a colleague sees a guest struggling with luggage – they might be a chef or a manager, but they help. Maybe a guest has a flat tire and the team member organises someone to fix it. On frosty mornings, they might clear guests’ windscreens. It’s not on their job description, but it makes a noticeable difference.

If there are 50 +1% interactions in a weekend, the guest can’t put their finger on what’s made the difference, but they feel 50% better about their stay and go away thinking it was amazing.

We introduced the +1% scheme alongside training to help the whole team understand it and to ask “What could I be doing better in this customer interaction?”

An award sees the team member receive a +1% badge and certificate for their first +1% award. Then, as an employee receives more nominations, special 'milestone' badges are awarded – silver for 25 awards and gold for 50. Some of the team have over 100 awards, which they display on their office walls. We always acknowledge the incredible service our employees provide to visitors with an invitation to one of our quarterly service award lunches.

The less public-facing team members are involved too and we even give awards to suppliers. Perhaps we make an unusual request to a fruit and veg supplier and they make a special trip to ensure that we have what we’ve asked for.

Everyone gets involved in this circle of support and appreciation that has become part of our culture.

Prayer:

Pray for a heart that seeks opportunities for small, meaningful acts of kindness in daily life. Ask God to help you notice the needs of others, even when they aren’t obvious, and to respond with generosity and care. Pray that workplaces and communities would develop a culture of service, where every act of kindness creates a ripple effect of positivity and connection.

Take a 40acts challenge today:

1. +1% Take time to chat and listen carefully to your neighbour or colleague. Do they mention something you could offer to help with? Attentive listening shows you care.
2. +10% Notice your neighbour’s or your colleague’s needs and find a way to meet that need this week – put their bins out. Make a coffee!
3. +50% Find a way to bless your neighbours or colleagues every day for a week.