Israel in Kilimanjaro
Dushyant in India
Suraj in Nepal
Edwin in Peru
And most recently, Said in Egypt
I had the extreme delight of being led by these wonderful guides on various adventures over the last 7 years. Each are from different countries and cultures and led vastly different experiences with different groups of people. They work with G-Adventures, my go-to company for adventure travel. Think of the difference between Tanzania, India, Nepal, Peru, and Egypt – even if you have never visited these places, it’s hard not to believe that they are different. Yet these guides, or Chief Experience Officers, consistently deliver experiences that totally exceeded my expectations.
What do they have in common?
- Intense passion and love for their country – they genuinely want to share the most authentic and unique experiences their home offers.
- Deep knowledge of their culture, history, geography, politics, and their countries’ place in the world. Said is a walking encyclopedia of Egyptology (he has 2 master’s degrees in this area) who was able school us on Egypt past and present in the most engaging way.
- Organizational skills that delivered seamless experiences every day. Not once did we have to stand in a long line to view the antiquities in Egypt, tickets just appeared like magic as we waltzed through the entrances or boarded flights and buses were always on time. Need Egyptian currency? No problem. Need Gravol? No problem. Need to buy alabaster pyramids? No problem. Said knew where to go and would willingly accompany us to navigate the transaction.
- 24/7 commitment – there were no “working hours” – they are always on and available. We always knew in which tent or room they reside and were told to check with them at any time, no matter the hour nor the problem.
- Love – they love their work. They love what they do. As Israel stated, he is there to make people’s dreams come true. And that translates to delivering experiences that way exceed expectations.
You probably have a few of these types of people in your organization. Wouldn’t you love more of them? Let’s explore how one company consistently deliver on their promise, in locations around the world (they operate in over 100 countries on 7 continents – yes, Antarctica too). As an executive leadership coach who believes that there is learning in everything, I look for the possible lessons for leaders in these experiences. And I put it down to CORE VALUES – articulation, reinforcement, and constant focus on them. G-Adventures core values are:
But these are not simply words on the wall, or on the website. They have defined these very clearly and deliberately, and I share verbatim from their website:
We LOVE Changing people’s lives – At G Adventures, changing people’s lives isn’t just a mantra, it’s the very core of our company culture, the essence of who we are, and the driving force behind everything we do.
LEAD with service – Our passion for travel is rivalled only by our commitment to those we serve. From helping our travellers choose the perfect trip, to providing them with the most authentic life-changing adventure possible, we go out of our way to ensure a travel experience unlike anything they’ve ever imagined.
EMBRACE the bizarre – While most companies are busy thinking outside the box, we learned a long time ago that sometimes it’s best to just get rid of the box altogether. That’s why we encourage our staff – and our travellers – to embrace the bizarre, step off the beaten path and boldly embark down the road less traveled. It’s the reason our company culture celebrates individuality, champions diversity and inspires fearless innovation.
CREATE happiness and community – This unique combination of respect and enthusiasm prevents us from losing sight of what matters most – community, people, cultural exchange – and reminds us that creating happiness is a privilege we all share together.
DO the right thing – The foundation of our success is built on one very simple principle: Do the right thing all the time, every time. For our staff, for our travellers, for the people and places we visit. It’s the difference between booking a trip and fulfilling a once-in-a-lifetime adventure. It’s a pledge to recognize the problems facing the world today and act quickly to meet them. Above all, it’s a commitment to continually challenge ourselves to see the big picture and bring about meaningful and positive change whenever we can.
I felt these Core Values everywhere I have travelled with them. They must have internal processes to identify and select the right people, steep them in the Core Values and what they mean and monitor and measure every experience they deliver. I don’t know what they are, but I am sure they exist – one cannot deliver this consistent level of excellence without supporting processes, thoughtfully and rigorously designed, and executed.
This is my experience with one company. What can you do to consistently deliver on your promise? Here are a few questions to ask:
- How clear are we on what we are promising our customers and team members?
- Are our Core Values clearly articulated and embedded in every single one of our processes?
- How do we ensure that we have people who also live our Core Values?
These questions cannot be answered sufficiently in a 2-day workshop. That’s a start. Answering these questions requires honest, rigorous introspection of the organization and most importantly, yourself. So, the final question is:
How am I living the Core Values every single day?
Ask yourself every morning, before you start work: How will I live the Core Values today?
And in the evening: How did I live the Core Values today?
Set the example and watch how your team members follow – and watch how customers with similar values are drawn to you. This is how you move your Core Values from the wall into people’s hearts.
For similar blogs:
Forget “Exceeding Customer Expectations” – How About Blowing Them Away? 5 Things To Consider
Business for Higher Purpose – The Looptail
Things do Work in India… Here are some Lessons
Where are the “Israels” in your organization?
