I'm a Fan of a Little Exclusivity

Apr 24

Lord, Give Me Patience, But Give It To Me Now
I’m at a hotel on a famous square in Boston as I write this. I’m sitting in the lobby watching hundreds of people flit this way and that, most of them dressed in Boston Red Sox shirts and caps. And with all this activity and buzz, it’s the quietest it’s been this morning. You see, I just came downstairs from the Concierge Level.

Quick, Everyone Get on the Plane at the Same Time
Remember when having frequent flier status meant something? When they called for “Plutonium Status” and it didn’t start a cattle call for very single person on the plane? Or when concierge level meant that you didn’t have to fight like underfed pigeons for the last scrap of bread in the free breakfast line? That’s when a little exclusivity went a long way.

All Animals are Created Equal, It’s Just That Some Are More Equal Than Others
Your best people feel the same way. Sure, there are legal and cultural reasons to treat everyone the same. That makes sense for workplace and career elements. You have to. But everyone isn’t the same. Not when it comes to top performers. And, trust me, they want a little exclusivity.

Exclusive and Elitist Are Not the Same Thing
I’m not talking about being an elitist. I’m the farthest thing from that. My dad was a Chicago cop, I grew up in a big family, and I feel lucky for everything I get. But I am talking about making distinctions based on performance. It’s what pay-for-performance should make happen. It’s not enough for your high performers to get one percent more than your average performers. It has to be 10 percent, 20 percent, or 100 percent more.

Know What to Expect and When To Expect It
Which brings me back to where I am. I don’t consider it a benefit to eat in the concierge lounge when there are more people there than at a Red Sox game. (They had their 400th consecutive sellout last night. A record.) Because I have a certain membership status, I sorta kinda expect that it’s meaningful. If it’s not, I’d just as soon know that. And I’ll pay for my own breakfast that hasn’t been touched and prodded by 50 overanxious people ahead of me in line. And that’s the kind of exclusivity I’m talking about — the kind where you know what to expect and then get it.

A Little Bonus Thought
NB: If you’re in the hotel business, charge $5 for the concierge breakfast. That which is offered for free, is valued for free. (And it keeps away the pigeons.)

About the Author

Frank Roche

Frank started IFRACTAL over 7 years ago with Sarah Chambers. Together, they've created HR communications and HR software for some of the world's leading companies. Frank is also studying Flamenco guitar and origami.