Aruba….self proclaimed as “One happy island”. Last week, I had the fortunate invitation to travel to Aruba as a guest for a one-week conference. While very grateful for this opportunity, Aruba is not on my top list of destinations. Relative to specific other Caribbean islands (i.e. Dominica and St. Lucia), Aruba’s terrain seemed like a desolate desert beyond the resort-strip area. For a land-lovin’ hiker and cultural (read: anti-tourist trap) explorer like me, Aruba did not seem particularly promising beyond warm weather and an opportunity to log a few dives.
Even with my aversion to resort, touristy environments, I gladly went to escape Chicago’s winter blast. Prior to departing, I reviewed my Caribbean island guide book, which was authored by harsh critiques of touristy areas. Sure enough, these writers placed Aruba rock-bottom of their preferred island destinations, with one exception: the people. Yea, sure, I thought. Throw them a bone since you are ripping all the rest of the island features apart.
I didn’t think much of this sole positive attribute until we were taking a cab from the airport to our resort. The female cabbie was jovial and told us that we were lucky to arrive on the first night of their Carnival, which would include a 14-hour Lightening Parade. (I was all over that suggestion, as anything outside the resort areas would make me feel more at home with the locals). She dropped us off at the open air hotel lobby, and again, more helpful people. The lengths that Arubans were willing to go to—whether it be hotel staff; store clerks; restaurant proprietors; or locals in the various Oranjestad neighborhoods—was more than impressive. And the real shocker: they were sincere. Not campy. Not vyying for tips. Just genuinely interested in helping others to be worry-free and have a good time.
With a lot of experience in world travel (including many developing countries), I am typically ultra-tolerant and relaxed about cultural nuances—such as ‘island time’, aka whatever, whenever. But on those rare occasions when I’m staying in an expensive resort environment, my standards and expectations rise significantly. I’m less patient, less open to mishaps.
So how did the happy islanders’ demeanor make a difference in my attitude and response to anything less-than-perfect in this resort environment? Well, from the moment we experienced that first happy cabbie, mistakes were overlooked; late starts ignored; mediocre food enjoyed; ….you get the point. Their efforts and warmth were all that mattered to me. They were trying, and it was heartfelt.
So how does this make a difference in the real world outside of island life, specifically in our AEC industry? Positive attitudes go a long way, plain and simple. This is true both internally among team members, and perhaps more significant, externally with clients. Clients are paying your firm good money, and they have a choice in service providers. Beyond doing good work, which is of utmost import, what are you doing to train your people to maintain positive, helpful communications at every single touchpoint with your clients? Isn’t this worth as much investment and training as the technical training that you inject in your professional staff?
As always, I invite you to share your thoughts and experiences in a private, direct message or as a posted comment.