The Contented Cow Blog

Building Workplaces That Work

Fulfilling a promise made to my son-in-law before he went to Iraq three years ago, the two of us headed west last week for a three-day fishing trip on Utah’s fabulous Green River. As we were winging our way back home at 39,000 feet, I realized that while the trip ostensibly was for his benefit, I likely got the best of this experience. In addition to some quality time with someone who has become an important part of my life, I got three days of perfect fall weather, a chance to recharge, and the memory of a 20-inch brown trout that gave me a thrill just as the sun was going down Thursday evening. Just as important, though, I was reminded of the “power of nice.”

We stayed at Flaming Gorge Lodge (FGL), owned and operated by the Collett family. I say the “power of nice” because that’s exactly what these people have going for them. Without an ounce of pretense, whether your name is Tiger Woods or Bill Catlette, they welcome you, make you feel at home throughout your stay, and see to it that you have what you need, whether you’re there to fish, hunt, write a book, chill out, or make a movie. Though by no means fancy, FGL has million dollar views, and more importantly, winning attitudes.

In the mold of his father, Carl, who owned FGL for years, current owner, Craig Collett shows up for work at 0′dark thirty each day wearing the same brown uniform shirt, name tag, and smile that he expects from each staff member. And the guy shows up to work, in whatever dimension is necessary, whether it’s seating guests at breakfast, helping out in the kitchen, or filling ice buckets for guests who have BTOB (this IS Utah). Whether it’s the folks in housekeeping, reservations, front desk (Annie, we’ll miss you), or the fishing guides, the staff has clearly gotten the message that nice isn’t nice, it’s necessary. Lyle Waldron, dean of the FGL guide service is a case in point, Even when it is 39 degrees, the wind is howling at 30 mph and his anglers are spending more time tangling lines than fishing, he’s pleasant and unflappable… nice.

Over the years, like many others, we have lauded places like Ritz Carlton for what really amounts to good training and institutionalized manners. At FGL, Craig and his family have found a way to institutionalize “nice.” To be sure, Ritz Carlton does a great job, but for my money, whereas deference and good manners may make me feel important, “nice” makes me want to come back.

Come to think of it, that’s a feeling and an expectation that I want our clients to have, in addition to things like professionalism, fresh ideas, and sound advice. In the future, I hope they will hold us to a high standard of “nice.”

Your comments as always are welcome.

Bill Catlette

P.S. For the benefit of any cynics who might think we’re shilling here, I paid full price for the trip.

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