I was at The Wynn Hotel in Las Vegas the week before last, playing poker. Nope, wasn't a tournament - just a regular cash game.
They have the best bottled water I've ever tasted. Better than Dasani. Better than Evian. Better than Perrier. It just feels smooth when I drank it. I'd never had that experience before.
So, when I saw a worker replenish my water, I complimented her on the water.
Her response? Not -- "Thank you." But -- "Does it make you want to gamble?"
Now that's a mission statement!
The Wynn has trained its people to make sure they are consistently aligned with the company's mission -- get more people to gamble more often --- ie. spend money and from the looks of the hotel's decor, that's precisely what they are doing. Big time!
If that means having a beautiful registration area with the most luscious flowers I've ever seen, then order the flowers. If that means having a great restaurant so I don't ever have to leave the hotel, then build it. If that means having friendly staff (and they really were a notch better than any other hotel I've stayed in in Vegas), then teach them to be friendly.
It all comes back to their mission. Everyone in the hotel is on the same page.
Even the elevator is aligned with the message. There are buttons for all the floors, the spa and the casino. That's it. There's no button for "First Floor" or "Street Level" or, heaven forbid, "Exit." That would be inconsistent with the message.
Is your company aligned to its message? Can your employees articulate that message? Wynn does. Can you?
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Very interesting post John.
Thought I would comment on another issue -- that being one of the biggest myths out there today: to build a successful corporate blog, companies should select the right people to blog.
In many enterprise blog initiatives, blog authors are hand picked to represent the company. These authors are either company employees or marketing consultants that are brought on board to not only create blog content, but also establish a company’s presence and “voice” in the blogosphere. In some cases, blogging takes the form of evangelical outreach and the authors are often tasked with sticking to the company message and promoting its most important products and initiatives. Meanwhile, employees who are in the trenches developing products are subject matter experts, but do not have an opportunity to participate.
Here's the reality though -- blogs can and should be widely distributed as personal knowledge repositories with processes to make the best content available to the right people in the right context.
One of the biggest mistakes is that companies try to manage their blog initiatives by controlling by whom and how blog content is created. While this is perceived as a low risk proposition, this initiative often backfires because of content burnout.
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