Wednesday, January 28, 2009

Taking care of your own

In my current profession I'm usually not privy to being able to leverage opinion, lest I give off the slightest hint of subjectivity.  And anyone who knows me knows how apolitical I am.  However, I'm letting loose on this occasion...this is just too good to pass up.

Yesterday we interviewed the head of the Guam Visitors Bureau to get insight on the new "I Am Guam" marketing campaign, which launches tonight.  We've since learned that a major component of the effort will be community involvement and building on the concept of making our island a great place to live, work and play - starting with us locals.  If I was running things, that's exactly what I'd do.

For once, I'm in total agreement with the local government. 

Maybe I'm snuggling up to the concept because this is an application of one of the most fundamental and critical precepts of good organizational management: that if any system is to survive and thrive, you must take proper care of the people that make it up.  The companies that exhibit the worst customer service typically are the ones whose employees are pissed off all the time at their hours, wages, treatment and management.  

If residents aren't enjoying life here collateral damages to the visitor market ensue.  If the people that call this place home feel like they're treated as second-class citizens, we're less likely to wave and smile at visitors, offer a total stranger some fish, invite them to our fiestas, give them directions, or share in the island hospitality.  The "paradise" angle promoted so liberally winds up being one big smokescreen.

I'm interested to see how GVB will implement it, but I'm all for such an approach.  Here's our interview with general manager Gerry Perez about the topic.



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