Hi, we just returned from Back Home a week ago. On the way back I really wanted to come on this forum and recognize the Hedo Management team for the work that they are doing. Some will say I have consumed mega quantities of the Hedo Cool-aid, or have some other vested interest.
Both are not true. In my professional life I was (now retired) a Process Design Manager. My main focus was building and managing customer experiences.
So when I transact with any company, I tend to look at the experience with a more critical eye than most. However, because I know about all the moving parts required to move customer experience to the level of excellence, I also factor in reality.
We were at Hedo in March and again in late November. The difference in how the Management Team is approaching issue management is startling, in a good way. They have a Beach Concierge going out each day and asking folks on the beach if everything is ok. Are they enjoying themselves, etc. There was an issue at the resort on the last night that we were there and within a few hours the next morning they got out ahead of it and approached the guests about a resolution.
I briefly spoke to the General Manager (Kevin) about how impressed I was with the changes and he said that they were trying to do physical improvements to the resort and change staff culture at the same time, so it has been a very busy year.
There were also a number of other Customer Experience improvements that I saw, along with physical improvements to the resort. A good many bigger, more well known international companies are no where near recognizing what they need to do, compared to the team at Hedo.
I firmly believe that if we collectively, give the team a little space and time, because as a project manager I know that everything can not be done at once, particularly regarding cultural change, they will create a dynamite place to vacation.
Anyway, I wanted to recognize the work that is being done back home.
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