Exceeding Expectations at the Pacific Bay Inn

Under-promise and over-deliver: Managing expectations along the way. It’s DISH Value #3, but what does it really mean? In this issue of the DISHrag, your intrepid reporter set out to find the answer to this question by examining the hearts and souls of the stalwart DISHers at the Pacific Bay Inn.

The format: Maryann Presas, Steve Ortega, Luis Ortega, Georgetta Lovett, and I all circled around the PBI front desk. The following is a transcript of the conversation as it happened.

Ben Histand (BH): “Thanks for coming to chat today. First, I was just wandering what under-promising and over-delivering means to you.”

the PBI

Steve Ortega (SO): “It means you take care of tenants if they need something. You fill their work order if you have time. Don’t let them expect too much, surprise them when the work order is done early.”

Luis Ortega (LO): “I keep things clean, it’s just routine. I go with the flow. I mop and sweep, do the make-ready too. I do the best that I can.”

Maryann Presas (MP): “At the desk I always have free time to do things in, and I know what to do in my free time. My first priority is whatever comes in. I’m always on top of things. We’ve got a good team here. If one person sees someone else missing something, others help them.” Heads nod.

Georgetta Lovett (GL): “Yeah, everybody helps out. For example, when Alfredia gets in, the first thing she’ll do is go downstairs and grab the mop and bucket to help out. Everybody helps keep things clean.”

MP: “The team works hard. Everyone does their job. For example, with the fire that just happened, Luis and Steve opened up the doors to get the tenants out, and Alfredia called the firemen. Everyone knows their job.”

SO: “Our communication is good. Everybody appreciates feedback, and we all like to like help out each other.”

GL: “Just like Steve and Luis helped to evacuate the building when the fire happened. They were amazing. Everyone got out safely.”

BH: “Awesome. It sounds like you all have got a hang of what to do around here, and how to work with each other. But I know that teamwork doesn’t always come easily. How do you encourage teamwork in each other?”

LO: “When there was the fire, we assisted there, and we just do our best in general.”

From left to right: Luis, Georgetta, Maryann, and Steve

GL: “I just try to be a role model, and be available. I have an open door policy if my staff or tenants need to talk to me.”

LO: “Our philosophy is: go the extra mile.” There’s a break and heads nod in agreement. Someone says “Yeah!” and “That’s good!”

BH: What about encouraging other people to under-deliver and over-promise? How do you encourage people to under-promise and over-deliver?

SO: “Just follow the rules and regulations. Everyone here knows, and they can help correct things. You follow the policies and procedures, and we remind each other of them at all times. That feedback from other people is valuable.”

GL: “Yeah. We’ve got a really strong team. It’s been here for a while. It’s seen a lot and can do a lot. That experience really helps us to prioritize.”

A little break. You can tell that they’ve all worked with each other for a long time. “I’m pretty impressed with the work you guys have done here. You do a fantastic job of under-promising and over-delivering,” I say. “Are there any last words that you want to say?”

MP: “Yes. I’m proud to be at the PBI and proud to be a part of DISH.”

Published on February 27, 2012