View from the Bottom
We Are Listening
Last month, we sent our annual Employee Barometer survey to all full- and part-time BGV employees. Asking every employee to thoughtfully respond to more than a dozen questions involves a significant commitment of time and resources on both sides. We are very intentional about the questions we ask. But we spend even more time poring over the answers. Based on the Employee Barometer and many other sources of feedback, we make specific decisions that directly affect the BGV employee experience. We try to do more of what makes our employees happy and less of what makes them not-so-happy.
We do the same thing for our owners, of course. You get post-stay surveys, reservation experience surveys, and an annual Owner Barometer survey. It’s a lot. In the age of instant electronic communication, survey fatigue is a real thing. When yet another survey arrives in our email inbox, we might wonder, “Is anyone really listening?
Here’s our answer to that question. Yes, we are! Intently. There’s only one reason we ask. We really want to know.
We crunch the numbers, scrutinize the data, and obsess over every written comment. Sure, we love hearing about what we are doing well, but we need to hear about our opportunities to improve. Just like with our employees, we want to give you more of what you like and less of what you don’t. That’s what it means to be in the Smile business.
So whether you’re sharing with us via the Owner Barometer, other surveys, or—best of all!—a face-to-face conversation at one of our Owner Happy Hours, please know that we are listening. We make decisions, big and small, based on what you tell us. With every bit of feedback, you are helping us improve your ownership experience.
Mike and Mike