THE LEADERSHIP LENS Newsletter <download pdf>
February 2005, © Mark Sincevich, Staash Press, LLC
A monthly resource providing insight, opinion and practical information on creativity, balance, personal leadership & perspective

Stepping Up to Responsibility

As the plane touched down at Orlando International Airport, I was greeted by beautiful blue skies.   My mood further improved when the captain reported temperatures in the high 60's.   It was over 35 degrees warmer than the dreary weather we had left in Washington, DC.   Each year I take my family on a warm weather break for a few days during the month of January.   One year I felt the effects of the gray skies and the cold rain more than usual, because we hadn't made getting away a priority.   Knowing this, we'll never miss our concentrated sunshine prescription again.   When you find out what happened to my family and me on our most recent trip, you might say, 'I told you so,' but would you have pressed on for the same result?

I had answered an offer for a 4-night, 5-day, $199 vacation opportunity to experience a timeshare at a well-known resort.   Our end of the bargain was to listen to a 90-minute 'sales pitch.'   Since it rained every day last year, my wife was luke-warm to the idea of going back to Orlando; however, she was more interested when she read about the opportunity to relax 'in a stunning villa complete with an extra-large Jacuzzi tub and a screened-in-porch overlooking a luscious garden and pool.   Before she had a chance to change her mind, I promptly booked the trip.   A few days later, the resort company informed us that the property was completely sold out.   We were to be placed in a 'sister' property with the same accommodations.   I didn't think too much of this switch since we were to receive the same kind of 'stunning' villa.

Was I ever wrong!   At check in, I waited behind a dozen people with badges around their necks.   When I finally got to the desk clerk, the only room available was on the seventh floor of Tower One, and this property had four towers.   The badges and crowds came courtesy of Orlando's largest convention in its' history, the International Homebuilder's Association.   According to the Orlando Convention and Visitors Bureau, Orlando has seen a 25% rise in organizations wanting to hold large meetings from 2003 to 2004.   In January alone, the increase was over 88% during the same time period.   A similar rise in timeshare purchases and new construction has also been reported too.   No wonder it was so crowded!   As we navigated through the overflow parking lot and began to unload our luggage and supplies from the local organic health food store.   It didn't hit me until I pressed '7' on the elevator panel.   Villas aren't supposed to have elevators unless your name is Bill Gates.  

As we opened the door, I collided with a stale dry air probably serving as a breeding ground for the next outbreak of Legionnaire's disease.   Our one-bedroom suite came without a balcony, a full-service kitchen, or an extra large Jacuzzi.   Instead, the room had a plastic couch, peeling wallpaper and random carpet stains.   As I opened the door to our mini refrigerator, the freezer door section slid off of its' hinges and revealed a complimentary frozen snack, an appetizingly long black hair.   Our son was getting so hungry that I was forced to make spaghetti in the coffee pot.   I don't think he could tell that the spaghetti sauce had basil, garlic and hints of coffee grounds either.   It was at this point that I decided we weren't going to spend a second night there.   How many people would have stayed put feeling that this was the price of their mostly free timeshare experience in Orlando?

I was feeling crammed in our 'stunning' room especially after the introduction of our son's crib.   According to an article in the Wall Street Journal on wealth and happiness, "The more choices people have, economists assume, the happier they are."   I knew that feeling happier about our vacation was directly related to having more choices in our accommodations.   The front desk clerk was sympathetic about our plight, but said that the hotel and its' small collection of villas at the back of the property were full.   Next, the manager of the property demonstrated an increasing level of incompetence when he informed me that a suite and a villa are the same thing in Orlando!   I called the toll-free number of the company where I had booked the trip and was told that they only help new customers.   These responses were the antithesis of excellent customer service.   I was astounded that nobody would take responsibility for misleading us.  

As we went on a sightseeing venture that next day, I was determined not to give up on rectifying our situation.   I drove right to the property were we should have been staying.   It was quiet, family-oriented and much newer.   The property's time-share representative smiled at us in a reassuring way as he listened to our predicament.   Immediately he promised to rectify the situation to the best of his ability.   He took ownership of the problem, did his best to find a solution, and exceed our expectations by booking us into a larger two-bedroom villa for the rest of our vacation.   He even waived the fee for staying an extra night.   It's unfortunate that some people won't take responsibility for their actions. You might get what you pay for, but when you focus on getting treated with respect and honesty, you may find that you will get a whole lot more!    

About Mark Sincevich
Mark Sincevich works with organizations to develop leaders with more focus and creativity. He uses a unique photography angle in his speaking programs and writing. As a result of Mark's work, his customers gain a fresh perspective, generate new ideas, sharpen the focus and create more business. Mark is the chief perspective officer of his organization, Leading with Focus, the founder of Staash Press, a member of the National Speakers Association and the executive director of the Digital Photography Institute. He is frequently quoted in the media and the author of three books including, "The Leadership Lens." In between assignments, Mark can be found spending time with his family in the Washington, DC area or writing in cafés with character. He can be contacted at 301-654-3010 or www.leadingwithfocus.com .  

Order Mark's Latest Book, The Leadership Lens - key lessons from behind the camera about leading in an uncertain future, immediately available at www.staashpress.com/llens.html .