The LOFT
The Loft Airport Lounge wins again
Every now and then one reads a press release about an organisation that has won a prestigious annual award not once. But twice.
That's when I pay attention to the story.
Because to win such an accolade just once can often be due to to any number of other factors. Maybe they got lucky! Or in that year there was little real competition. Or any number of other factors.
But to win twice, and more than that, to do it two years in a row, is a definite achievement that implies that the unique elements that went into the winning formula were not only summoned up in the right quantities in one year, but baked into the corporate culture cake - so to speak. And that's an achievement that speaks of Vision, Leadership and Management.
So I say "Omedetou gozaimasu!" Congratulations. Whatever you are doing. Do more of the same, consistently. Because an almost boring consistency of polish, quality and attention to detail is the hallmark of Omotenashi service culture.
In this case the vision is based on #omotenashi - the culture of delivering an extraordinary customer experience with relentless consistency, professional polish and no expectation of thanks. Which brings me back to my headline.
“The quality of hospitality! is not strained.
It droppeth as the gentle rain from heaven
Upon the place beneath.
It is twice blessed:
It blesseth him that gives and him that takes."