A Purpose Statement Applies to Every Role

<p>When I was a General Manager at a hotel in Marriott, I came up with a purpose statement for all hotel staff to use as they did their job. </p> <p>"Be so nice to the guest they won't believe it."</p> <p>A listener asked if the purpose statement should change depending on the level of the employee. </p> <p>Your organization should have one purpose statement to apply to every role. Even if someone has a backstage role, they still contribute to how you serve the customer. Even if you never see a customer, understanding the purpose statement can change the way you approach your job. </p> <p>If "being so nice to the gues they won't believe it" is our purpose statement, it may change how you approach your backstage role. Maybe you make a purposeful walk through the lobby to say Hello to customers. Maybe you walk to your car slower to see if you can find a chance to help someone. Maybe you help out front-line workers so they are better prepared to serve. </p> <p>At Walt Disney World, our purpose statement is "make sure every Guest has the most fabulous time of their life." When Cast Members keep this top of mind, the front-line gets focus and support from managers and backstage roles. And the Guest wins. Everyone is focused on making sure every Guest has a fabulous time. </p> <p>No matter what your role or your organization, you can apply a purpose statement to drive you every day. When customers feel good about you, they will do more business with you. </p>