Last month I wrote about Colin and Casey. They are responsible for all the beautiful flower beds that surround each of our properties. While we all have important jobs in support of our daily mission “Every Guest Leaves Satisified”, they’re focused on the first impression. What the guest sees as they drive by or walk into one of our properties. They do a fabulous job. They deliver a great first impression.
What about the last impression? I was at a birthday party of a friend recently that required an out of town stay for a few nights. While we had a really good time it was the final interaction with one of the employees of the hotel that really stood out. He was knowledgeable, helpful, professional and courteous. He spoke well of the community, the company he worked for and for the family that owned the property. He was the last member of their staff that we came into contact with and he actually left a lasting impression. What was really powerful is it came from a member of their team that one wouldn’t expect to such a positive ambassador.
The last impression, I thought, can be just as important as a first impression. The last impression can leave a lasting impression.
I trust that whether you’re visiting Zehnder’s our world famous restaurant, having fun at Zehnder’s Splash Village, shopping in Zehnder’s Marketplace or enjoying a round of golf at our championship facility, The Fortress; each of our team members does their part in making a lasting impression.
Al Zehnder, CEO of Zehnder’s of Frankenmuth