Leadership Lessons from Chuck Drury, President of Drury Hotels
My family and I were on a long road trip back to New Orleans. We decided to stay at a Drury Inn just outside Nashville, a brand I hadn't previously stayed with. I'm a points guy, and I have most of mine with a larger chain. However, it was the best place to stop for the night as the kids started getting restless.
A few things immediately stood out as different from similar hotels I've stayed at. The complementary offerings went beyond what you get at other places:
A better breakfast
A daily happy hour with substantial food
Top-shelf liquor like Jack Daniels and craft beer
The customer service was excellent, and the employees sought ways to help. The employees were in locations where they engaged directly with the customers, at an open kitchen, bar, and cleaning tables; the staff was always available, making our lives a little easier.
Before checking out, we had breakfast. Now, my sons are four and two, and they were running around, being kids. Meanwhile, we were chasing them around the packed hotel. There is a group of business folks in suits sitting next to us. I noticed they didn't seem bothered by all the commotion.
The entire time we ate, one older gentleman in the group hugged and thanked every cleaning person and employee who passed him.
During check-out, I mentioned to the on-site manager that I had a great experience and was impressed with Drury as an organization. She was grateful and noted that the president was sitting in the cafe. She pointed to the table that we were sitting next to.
I went over and introduced myself as a guest. Chuck Drury, President of Drury Hotels, thanked me for my business and feedback. We had a good chat, and I was able to meet and thank his leadership team.
I was too busy talking and forgot to ask Chuck for a picture, but did grab this selfie of the group from the lobby before we headed out for the day. Don’t mind my son digging for gold :)
Now, why do I share this? Because leadership actions trickle through organizations. After my stay and witnessing the Drury team, it didn't surprise me that Drury is one of the fastest-growing hotels in the country, with some of the highest accolades in the industry for customer service.
Here are some observations of Chuck's leadership style.
Be where the customers are - young kids were playing, it was loud, and the president and his team were unfazed.
Be a customer - they were drinking coffee and enjoying the reception area like anyone else.
Get unfiltered feedback - They got direct feedback from the customers; after I went up, a couple of other folks did. Raw feedback is better than filtered.
Fewer screens, more faces - They discussed their goals without screens or PowerPoint presentations.
Know your business - the president didn't go to one of his executives and ask where the hotel was in New Orleans. He knew it. He had a vested interest in that hotel, and it showed he had spent time understanding the significance of the location and area.
Have you had an experience where you've met the owner or president of the company? Did you notice any correlation between their behavior and how the organization operated?
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