Dave H.

Update. Honestly, my experience with TripAdvisor started out poorly. My wife was frustrated. As a result, I became upset when I realized why she was frazzled. Anger kicked in, and I posted an unflattering review of the company. Next, I wrote an admittedly nasty note to the CEO, Matt Goldberg who has been there less than six months. My guess on his reading what I sent? Zero chance!

Shocked - about five hours after my tirade, and on a Monday night around 8 pm, my wife got a call - from Matt Goldberg. Not an assistant. Not an imposter. The CEO!

His approach could not have been more reflective of client centered strategic leadership.
1) Apology... agreed situation was not acceptable
2) Empathy... acknowledged her frustration was legitimate.
3) Asked Questions... assuring he understood - cared - and demonstrated respect.
4) Restated His Understanding... which enhanced trust; really listening.
5) Personal Promise... will be resolved within a day
6) Request... if not resolved - call him personally!

The next night, I shared with the MBA's I teach (my retirement job) about our experience with Matt Goldberg. Rarely do I have an example of world class leadership.

What I shared - lesson to consider:
1) Personally Engaged... checking "customer touchpoints" - not just relying on what the executive team is sharing.

2) Demonstrate Care And Respect... invest the time and effort in a manner that is desired for the entire company culture.

3) Action Oriented... rolled up sleeves - and get things done. Set an example for the team. "This is what service is!"

Lesson Reinforced. All companies - and people - will make mistakes. It is how mistakes are handled that demonstrate their character and values. Surprisingly, some of the most loyal customers are actually the result of bad experiences - handled in a world class way.

My guess? The future of TripAdvisor has never been brighter. Hoping his approach is contagious, and strengthens the culture of TripAdvisor even more. Afterall, culture is most often the key ingredient in the recipe that results in world class teams.

Sent FAKE logistics reports for a couple of weeks - then - vanished - like "Caspar the Ghost." Ordered an electric wheel chair - saw on Facebook. Professionally done video - so I thought it was legit! WRONG!