Isadore Sharp built and opened a modest 125-room hotel in Toronto, Canada in 1961, after founding his small hospitality company the previous year. Now, fifty years later, the name of his company is synonymous with the ultimate in luxury and exceptional service: Four Seasons.
What’s the secret to Mr. Sharp’s success? At the 58th U.I.C.H Les Clefs d’Or International Congress, he explained that there really is no secret.
“It comes down to one simple principle that transcends time and geography, religion and culture. It’s the Golden Rule–the simple idea that if you treat people well, the way you like to be treated, they will do the same….One way to characterize Four Seasons service would be to call it an exchange of mutual respect performed with an attitude of kindness.”
Later, he explained the importance of supporting the corporate culture with concrete action.
“A lot of companies talk about having a culture, but we knew we had to walk the talk if we expected it to thrive in our hotels.”
Isadore Sharp did just that at the Congress. He contacted every Four Seasons concierge in attendance and personally invited them for breakfast at his home. When they arrived, he encouraged them to feel at home. There wasn’t a door they couldn’t open, not a room they couldn’t explore. The concierges felt honored and appreciated in a very deep way by this unforgettable experience.
In his home town, Mr. Sharp demonstrated the ultimate in service and hospitality, and it’s a lesson to all of us. Not only is this the way concierges strive to treat their guests, but the way all companies–big and small–should treat both customers and employees alike, with dignity, respect and kindness. It’s the Golden Rule for all Seasons–and the Golden Rule of Success.