Mission statements aren’t meant to be generic words to fill a checkbox. Listen in as we continue our mini-series on The 7 Habits of Highly Effective People and share Covey’s experience with a hotel chain and their mission statement.
In “Seven Habits of Highly Effective People” Steven Covey checked in late to his hotel where he was presenting in a convention room. He asked if room service was still available. It wasn’t, but the desk clerk immediately offered to get him a salad, a sandwich or anything that might be available in the kitchen. The next day, Covey needed materials for his presentation. After getting the attention of a bell boy, the bell boy snapped to attention and said, “I will solve your problem.” Time after time, employees were attentive, presumptive and ready to serve. Upon commenting this to the manager, the mission statement was offered for viewing. They didn’t just have one mission statement; this chain had a hub of statements. The chain itself had their own, then this location had its own to fit their location and their clients, and each department within this location worked to create their own mission statement. Each one was a spoke going to the hub. Mission statements matter, more importantly, how they are created matter.