From the desk of Signature Parking Founder & CEO Michael Holmstrom. The Weekly Drive is a collection of company news, ideas & inspiration that can drive us all to be better humans.
Signature Updates
Yesterday our team at the Kimpton Everly Hotel Hollywood had the pleasure of hosting all of the Kimpton Hotel General Managers from around the world who were in-house to attend their annual GM Rally. This was a great opportunity for Signature to shine in front of a bunch of prospective new clients and our team did not disappoint. The team, led by our fearless area manager Chris Moreno did their best to roll out the red carpet and make sure everyone felt welcomed and cared for! It was a huge event and our guys all made sure we shined! Special thanks to Chris Moreno, Raul Jiminez, Noe Chan, Gerald King, Austin Turner, Andrew Varguez, Amari Russell, & our old friend Luis Perales coming out of retirement to lend a hand.
Our Exec Team discussed employee feedback this past week. One suggestion from Gina in Santa Barbara was better winter gear. We agree! Sunny days are around the corner so we’ve set a reminder to place an order for winter gear before next winter season for select sites which are more exposed to the elements including our hospital locations, parking lot accounts, and some restaurant and event teams. Next winter we will be more prepared with Signature logo rain ponchos or jackets and shelters where needed.
Signature Moments & Customer Feedback
We have some real zingers this week!
Lifesaving Moment at Kaiser Vallejo – On Tuesday this week, our team member Danisha Davis was working her shift at Kaiser Hospital in Vallejo. While parking a vehicle, she noticed a stalled vehicle at the nearby intersection. Danisha approached the vehicle and asked the driver if everything was ok and noticed the driver was confused, sweating heavily, and unable to communicate. After several attempts to communicate, Danisha realized the driver was having a medical emergency. Security was notified, a 911 call was placed and Danisha summoned our site manager Hardt Beck who reached into the vehicle and removed the keys, and placed the vehicle in park. Emergency vehicles arrived and the driver was moved into the Kaiser ER room. We later learned that the driver was suffering from a diabetic shock. After being released from the ER the next day, the patient sent a message thanking the team for saving her life. Had it not been for Danisha’s quick actions and awareness of the situation, this could have had a much worse outcome. As a side note, our other team members jumped into action to help direct traffic at the intersection during the incident. A heartfelt Thank you to Danisha for this amazing Signature Moment and potentially lifesaving act and thanks to Hardt and the entire team for helping to save the day. Great team effort!
A great 5 Star Review from a recent guest at the Hotel Milo Santa Barbara – Very nice hotel. The location is fantastic and couldn’t be any better. Located next to several restaurants along the main street and the beach is literally opposite the hotel. The fire pits are so relaxing and the overall setting is incredible. Special thanks to Max and Nick at Valet services – both were super friendly folks and extremely helpful! Would highly recommend Hotel Milo.
Insights
The incident at Kaiser reminds me that life is precious. It also reminds me that even though some people seem to have it better than others, we can be sure that everyone is struggling with something. These struggles are visible daily in the customers we serve at our hospital sites each day, where people are often dealing with life-or-death issues. But for every one of us struggling visibly, there are ten more of us struggling in silence. The challenges life can throw at us are myriad; dealing with the loss of loved ones, divorce, health issues, parenting challenges, failed business ventures, broken relationships, car troubles, financial difficulties, and the list goes on. None of us is immune from the punches that life has to throw at us. In our world of hospitality, it’s important that we stay mindful of the fact that virtually every hotel guest or hospital patient and visitor we interact with are struggling with something in their life. Remember that we have the power to be that one person who makes a difference in their day. It could just be a warm welcome and a heartfelt greeting or maybe some extra assistance opening doors and lending a hand unloading personal belongings. We have the power to empathize with our guests and fellow team members.
“We can have the greatest impact with our ability to deliver the human touch and to create human connection through empathy, compassion, and generosity”.
Many years ago, we used to share a corporate training video developed by Chick-Fil-A during our own customer service training classes to help highlight the fact that everyone is struggling with something. I think the video is so powerful because we can all relate to some of the people in the video because we’ve been there or know someone who has been there. I will warn you in advance that watching it will probably bring some tears to your eyes, so choose an appropriate time and place to view it. Watch: Every Life Has a Story.
Leveling Up
From the department of things they don’t teach us in school but should, in this guest post on the Tim Ferris Blog, writer and teacher Laura Braitman Ph.D. beautifully illustrate 10 ways to show up for someone in crisis, including some tips on what not to say to someone in suffering. It’s essential know-how for anyone looking to brush up on their emotional IQ.
Read: How to show up for someone in Crisis
Also Worth Watching: A Short Video on Empathy by Brenee Brown
Quotes worth pondering
“You are richer than 93% of people.
Not in money, but in time. 108 billion people have lived throughout history. 93% of them are dead.
You have what every king and queen, every pharaoh and ruler, every CEO and celebrity of the past would give all their wealth for:
Today.”
– James Clear
Reach Out! I love to hear from our team members. Please feel free to reply to this email with any thoughts, feedback, or ideas for discussion.