Editorial Board   Guest Author

Mr. Shaw

Haydn Shaw

Senior Consultant, Franklin Covey

A master presenter with FranklinCovey, Haydn Shaw has delivered hundreds of convention keynotes or small, off-site workshops. Known for taking groups from hilarity to deep reflection, he combines rich content with use-tomorrow tools. His work makes an impact because he does his homework, customizing each speech, workshop or consultation so that they drive results. He has worked with more than 1,000 business, not-for-profit, and governmental organizations. He speaks and consults in excess of 160 days each year to clients who consistently invite him back. As a result, Mr. Shaw connects with virtually any group in any industry, and brings practical and inspiring examples from the boardroom and the front line. Hailed as a 'leadership guru' by the Washington Post, Mr. Shaw has worked as a senior consultant with FranklinCovey for over twenty years. Mr. Shaw is also one of five FranklinCovey consultants featured in the prominent Leading Authorities and Premiere Speaker’s Bureaus. He is one of a handful of consultants in FranklinCovey to win the Chairman’s Award, and the results from his long term organizational development and change projects have been written up in case studies. He is also the author of Sticking Points: 'How to Get Four Generations Working Together in the 12 Places They Come Apart' to be released August 1, 2013. Mr. Shaw specializes in leadership and management development, change management, generational differences, and personal productivity. One of the designers of FranklinCovey’s signature leadership workshop, he specializes in leadership effectiveness and development, helping both organizations and leaders spend more time leading and less time managing. Mr. Shaw has taught 'The 7 Habits of Highly Effective People' more than 1,000 times and is still as excited today as he was when he started about how it combines principles of effectiveness with practical tools. After years of helping leaders navigate change, Mr. Shaw developed his advice into workshops to provide real-world, practical tools for leaders in the Through the 6 Change Reactions and all employees in the 'Understanding The 6 Change Reactions: Making Change Faster and Easier for All of Us'. Mr. Shaw heads up FranklinCovey’s work with Generations. He is the author of 'Leading Across Generations®', FranklinCovey’s best-selling workshop and two-hour webinar as well as their *Working Across Generations workshop* for all employees. He has delivered his hilarious keynote speeches on generations to thousands around the world. Personal Productivity. He has helped over 100,000 people discover what matters most, manage their time and energy, and deal with the overwhelming flow of information. Follow Mr. Shaw's blog at http://mygenerationalcoach.com.

Mr. Shaw can be contacted at 815-469-2617 or haydn.shaw@franklincovey.com

Coming up in April 2018...

Guest Service: Empowering People

Excellent customer service is vitally important in all businesses but it is especially important for hotels where customer service is the lifeblood of the business. Outstanding customer service is essential in creating new customers, retaining existing customers, and cultivating referrals for future customers. Employees who meet and exceed guest expectations are critical to a hotel's success, and it begins with the hiring process. It is imperative for HR personnel to screen for and hire people who inherently possess customer-friendly traits - empathy, warmth and conscientiousness - which allow them to serve guests naturally and authentically. Trait-based hiring means considering more than just a candidate's technical skills and background; it means looking for and selecting employees who naturally desire to take care of people, who derive satisfaction and pleasure from fulfilling guests' needs, and who don't consider customer service to be a chore. Without the presence of these specific traits and attributes, it is difficult for an employee to provide genuine hospitality. Once that kind of employee has been hired, it is necessary to empower them. Some forward-thinking hotels empower their employees to proactively fix customer problems without having to wait for management approval. This employee empowerment—the permission to be creative, and even having the authority to spend money on a customer's behalf - is a resourceful way to resolve guest problems quickly and efficiently. When management places their faith in an employee's good judgment, it inspires a sense of trust and provides a sense of higher purpose beyond a simple paycheck. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.