No business can succeed if it’s not listening – to its customers, its employees, its shareholders or board members. One of the most powerful tools in a business executive’s arsenal is listening – but sometimes it’s the least utilized.
Visitation to the Newport mansions has grown over the last several years because we listen, and we act on what we hear. Each year, we give close to 950,000 tours to people from across the globe. And because we listen, we have been able to buck the general decline in museum visitation.
For example, our guests told us they wanted to learn more about the people who worked in Newport’s great houses – we created a Servant Life Tour.
They told us they wanted to tour the houses at their own pace – we created self-guided audio tours.
They told us they wanted to hear the audio tours in their own language – we offer them now in French, German, Spanish and Mandarin.
They have said they would like a place to take a break and have a snack – we are planning to build a small welcome center at The Breakers.
We listen to our employees and trustees too. Their creative ideas have helped us save money, improve performance and enhance the visitor experience.
But listening must be followed by acting. The payoff to a great idea comes with its successful implementation. So, we are dedicated to acting quickly on ideas worthy of execution, and giving credit where credit is due.
Listen and take action. Two simple activities for success. •
