Why A Business Coach?
Why would an intelligent, hard-working, executive need a Coach? Unless you are in business for yourself, isn’t that what your superiors are for? It would seem logical to assume that everyone in the corporate world has someone to report to, hence replacing the need for a Coach. What many find, though, is that the bigger the company, the bigger the challenges and the less time he/she may have for you.he small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
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Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the

I recently stayed at a major hotel in Perth, Australia. On the telephone in my room was a small card indicating the phone and fax numbers of the hotel.

The phone number was listed as (09)225-1234.

Clients around the world intended to call me during my stay, so I gave them the hotel number.

Not a single person was able to reach me by phone. One sent e-mail complaining I had given him a wrong number.

I called the hotel operator to check the telephone number and told her about the small card in my room.

‘Oh,’ she replied, ‘the local code is not (09) anymore, now it’s (08).’

‘When did that change?’ I asked.

‘About four years ago,’ she replied, ‘but everyone knows about it.’

I quickly contacted my clients overseas, and gave them the new number to reach me (08)225-1234.

Again, not a single person was able to reach me by phone! I received another wave of ‘wrong number’ complaints.

I called the hotel operator a second time, again reading her the phone number on the card in my room, but changing (09) to (08).

‘Oh,’ she replied again, ‘the code is (08), but now you also have to keep the 9 as part of the main phone number.’

‘So the correct number is actually (08)9225-1234,’ I confirmed. ‘When did that change?’

‘About four years ago,’ she replied, ‘but everyone knows about it.’

Absurd, isn’t it? This hotel has 367 rooms, and very few people staying overnight in those rooms come from Perth.

I wonder how many guests have experienced the same problem over the past four years? I wonder how many staff from Housekeeping and Rooms Division see, clean, straighten and even replenish those inaccurate little notecards every day?

I spoke with the Business Manager, Michelle. She thanked me for my feedback and promised to do something about it right away.

I asked her to post a $100 credit to my room account, not to compensate for my frustration, but to ensure the hotel took this matter seriously and would get the issue resolved. She agreed immediately and promised to make the adjustment on my bill.

The next morning when I checked out of the hotel, no credit posted to my account. How predictably inefficient.

I wonder if it will be four more years before the small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
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Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the p

is not (09) anymore, now it’s (08).’

‘When did that change?’ I asked.

‘About four years ago,’ she replied, ‘but everyone knows about it.’

I quickly contacted my clients overseas, and gave them the new number to reach me (08)225-1234.

Again, not a single person was able to reach me by phone! I received another wave of ‘wrong number’ complaints.

I called the hotel operator a second time, again reading her the phone number on the card in my room, but changing (09) to (08).

‘Oh,’ she replied again, ‘the code is (08), but now you also have to keep the 9 as part of the main phone number.’

‘So the correct number is actually (08)9225-1234,’ I confirmed. ‘When did that change?’

‘About four years ago,’ she replied, ‘but everyone knows about it.’

Absurd, isn’t it? This hotel has 367 rooms, and very few people staying overnight in those rooms come from Perth.

I wonder how many guests have experienced the same problem over the past four years? I wonder how many staff from Housekeeping and Rooms Division see, clean, straighten and even replenish those inaccurate little notecards every day?

I spoke with the Business Manager, Michelle. She thanked me for my feedback and promised to do something about it right away.

I asked her to post a $100 credit to my room account, not to compensate for my frustration, but to ensure the hotel took this matter seriously and would get the issue resolved. She agreed immediately and promised to make the adjustment on my bill.

The next morning when I checked out of the hotel, no credit posted to my account. How predictably inefficient.

I wonder if it will be four more years before the small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
--------------------------------------------------------------------------------
Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the

so have to keep the 9 as part of the main phone number.’

‘So the correct number is actually (08)9225-1234,’ I confirmed. ‘When did that change?’

‘About four years ago,’ she replied, ‘but everyone knows about it.’

Absurd, isn’t it? This hotel has 367 rooms, and very few people staying overnight in those rooms come from Perth.

I wonder how many guests have experienced the same problem over the past four years? I wonder how many staff from Housekeeping and Rooms Division see, clean, straighten and even replenish those inaccurate little notecards every day?

I spoke with the Business Manager, Michelle. She thanked me for my feedback and promised to do something about it right away.

I asked her to post a $100 credit to my room account, not to compensate for my frustration, but to ensure the hotel took this matter seriously and would get the issue resolved. She agreed immediately and promised to make the adjustment on my bill.

The next morning when I checked out of the hotel, no credit posted to my account. How predictably inefficient.

I wonder if it will be four more years before the small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
--------------------------------------------------------------------------------
Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the

ds every day?

I spoke with the Business Manager, Michelle. She thanked me for my feedback and promised to do something about it right away.

I asked her to post a $100 credit to my room account, not to compensate for my frustration, but to ensure the hotel took this matter seriously and would get the issue resolved. She agreed immediately and promised to make the adjustment on my bill.

The next morning when I checked out of the hotel, no credit posted to my account. How predictably inefficient.

I wonder if it will be four more years before the small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
--------------------------------------------------------------------------------
Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the

he small cards in the rooms are changed? I wonder how many more guests will suffer with wrong telephone numbers posted in their rooms? I wonder how many times the hotel operator will say ‘But everyone knows about it.

Key Learning Point
--------------------------------------------------------------------------------
Over time, many facts do change including phone numbers, features, stocking codes, availability, prices, procedures, packages, prerequisites and more. If you don't keep them up to date, your customers will find the errors, and feel the pain.

Action Steps
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Check your data now. Be sure every piece of public information about your company, products and services is accurate and up to date. When customers look, listen, read, research, surf, shop or ask questions, be sure the information they receive is current and complete, not old or obsolete.