Can-Lah - The Art of Saying YES!

In preparation for delivering the "Chief Delighting Officer" course for the top 85 leaders of Fairmont and Swissotel in Singapore, I embarked on a unique learning journey of the culture. I was invited to a half-day internal workshop called "Can-Lah," a brilliant program masterminded by the then Managing Director, Marcus Hanna (now Vice President of Operations Pacific Sofitel, MGallery & Emblems).

In the realm of luxury hospitality, where exceeding guest expectations is paramount, the "Can-Lah" spirit becomes a powerful tool. This simple yet potent Singaporean phrase goes beyond mere politeness. It embodies a "can-do" attitude and a willingness to go the extra mile, ensuring guests feel truly delighted. Instead of rigid SOPs (Standard Operating Procedures) being the sole guide, "Can-Lah" empowers team members to make guest needs their top priority. This doesn't translate to a blanket "yes" to every request, of course. Illegal, immoral, disrespectful, or unreasonable demands would still require a firm yet graceful "no." However, for everything else, the "Can-Lah" spirit encourages creative problem-solving and a focus on exceeding expectations or at least meeting them consistently. It's about saying "yes" from the heart.

Unsure about a request? "Can-Lah" encourages escalation, not denial. Let the guest know you're their champion and will strive to fulfill their wish and check with your manager ways to make the guest feel supported with a creative solution.

A cheeseburger in an Italian restaurant?

Imagine this: You're craving a juicy cheeseburger at their renowned Italian restaurant, Prego. While a cheeseburger isn't on the menu, the "Can-Lah" spirit kicks in. Instead of a disappointing "I am so sorry, regret we do not have it on the menu"," the server embraces the challenge with a smile. "Certainly, sir!" they might say. "While we specialize in delectable Italian cuisine, we understand sometimes cravings hit differently. Let me bring you the room service menu (or of one of the other hotel outlets) and we'll gladly place your order for you. It may take a bit longer to arrive, but in the meantime, perhaps you'd enjoy one of our phenomenal antipasti selections?"

Turning "No" into "Magnificent": A Rooftop Wedding Proposal in Singapore

A standout tale from that day illustrated "Can-Lah" in action, gracefully navigating a decline due to safety protocols. A gentleman envisioned his proposal to his fiance to marry him on Swissotel’s 73rd-floor apex, dreaming of the beautiful Singapore skyline as the backdrop. The reply was both warm and ingenious: “Sir, to craft an unforgettable moment for your special occasion we’ve arranged a secluded space on the 72nd floor, offering a splendid view of Marina Bay, with the champagne courtesy of the house. Regrettably, the rooftop and helipad must remain unoccupied for safety reasons.”

Missed Opportunities for "Can-Lah"

Having experienced the "Can-Lah" spirit firsthand, its absence can be frustrating. During a recent stay at a luxurious 5-star hotel in Manila, I encountered rigid and unkind situations. While working in the club lounge, I craved a specific dish from the main restaurant. Unfortunately, the initial response was "I am so sorry Sir, we are not allowed to do this here" followed by a suggestion to relocate downstairs. The empty lounge and readily available staff of three made this approach feel strange. After all, I will pay for it.

Similarly, a post-breakfast request for a simple French toast from the ala carte menu post-12 pm faced initial resistance. Considering the chef was likely still operational, the request to crack two eggs seemed reasonable. In both instances, while the requests were eventually fulfilled after escalation, the "We will do it for you but this is the last time" disclaimer left a negative impression. These interactions lacked the essence of "Can-Lah" – the unwillingness to go an inch, not to mention to go the extra mile and create a truly delightful experience. A simple phone call from the lounge or minor flexibility could have significantly enhanced these encounters.

Before my departure, I enquired about a 30-minute massage due to limited time. Despite having a willing and available therapist the receptionist said "I am sorry, we have a one-hour minimum" policy. After a call to his manager, he said, "We can accommodate it this time but you still have to pay for a full hour." His comment further reinforced the transactional feel.

While my stay was nice, these transactional experiences focusing on SOPs left me with a bitter taste. Instead of feeling like a valued guest, someone who would readily praise the staff and hotel on TripAdvisor, I left feeling less inclined to return or recommend it.

How to Create and Maintain "Can-Lah" Attitude?

The experiences in Manila weren't necessarily a reflection on the front-line staff, who usually love to delight guests and flourish when creating happy connections and receiving compliments, but rather a possible indicator of a rigid and transactional service culture within the establishment.

When the F&B Director expressed his disappointment that the team did not showcase the value of "Malasakit," a Filipino concept embodying empathy, concern, and taking action to address the needs of others, I immediately recalled the "Can Lah" program.

Adopting the "Can-Lah" ethos does not happen by itself:

?? Start at the top: The initiative needs to be more than just a policy. It should pulse through the organization's veins, championed and demonstrated by the leadership. From day one to daily huddles, expectations should be crystal clear, supported by the full weight of resources committed to the cause.

?? Psychological safety: Weave a tapestry of open and agile dialogue, where frontliners can comfortably voice their worries and receive prompt feedback, knitting a loop that closes with clarity on action taken and rules reshaped, ensuring they're equipped to craft even more delightful experiences.

?? Empowerment: Grant them decision-making authority within reasonable boundaries and a rapid escalation process when needed.

?? Engaging training: Make learning a journey where employees become "Can Lah" champions. Craft engaging content that blends interactive sessions with real-life success stories and even humorous tales of overcoming challenges to ensure the concept sticks.

??Recognition and Reward: Highlight successes of everyday acts of delighting customers to reinforce positive behaviors and motivate others. Celebrate progress by acknowledging improvement and effort, not just perfect outcomes.

The Benefits of "Can-Lah" Spirit

In the process of crafting "First Time Leadership," with my co-writer Daniel Lee, a narrative emerged from our interviews with 220 top leaders, revealing a poignant insight, particularly among female leaders, who comprised over half of our conversations. A recurring theme was the self-imposed barrier of waiting for perfection before stepping into leadership roles. This resonated deeply with one leader's story, where despite being ready years earlier, she hesitated to step forward. The interim leader's failure, contrasted with her peers' encouragement, eventually propelled her to seize the role, underscoring a crucial lesson of the need to "Can Lah". Leadership isn't about personal perfection, no one can be 100% ready before taking a challenge.

?? Saying "yes" to new experiences can lead to unexpected growth and positive outcomes. This aligns with the "Can-Lah" spirit of embracing possibilities and going beyond limitations. Release your fears and dare to seize opportunities.

?? Problem-Solving Creativity: The "Can Lah" mentality is not just about saying "yes." Often it pushes us to find creative solutions to problems. It encourages resourcefulness and ingenuity in overcoming challenges. Don't be limited by existing rules, SOPs, or structures; explore ways to overcome obstacles and achieve goals.

?? Empowerment and Initiative: A "Can Lah" culture empowers team members to take ownership and make decisions. It fosters a spirit of initiative and encourages individuals to take calculated risks. Empowerment gives employees a sense of autonomy. Feeling control over their work leads to higher senses of ownership, motivation, and engagement.

?? Customer-Focused Innovation: While hospitality emphasizes guest delight, "Can Lah" can apply to any customer-centric industry. It means looking beyond the standard offering and finding ways to exceed customer expectations and create innovative solutions.

?? Adaptability and Resilience: The world is constantly changing. "Can Lah" encourages flexibility and the ability to adapt to new situations and challenges. It's about finding ways to move forward even when faced with setbacks to create a better offering that will keep you ahead of the competition.

?? Empowering Cross-Functional Collaboration: "Can-Lah" encourages and fuels a spirit of helping each other to find together solutions across silos to delight the customers.

When you have to draw the line, you better start with a "YES!"

Even when "no" is the inevitable answer, delivering it with a touch of positivity can turn a potential grumble into a nod of acceptance. Consider Ching Liran, former Head of Client Services at BNP Paribas Securities Services. She navigated unreasonable client demands with the finesse of a cat walking a tightrope. Fair and respectful, she honored valid compensation requests but never let clients turn their own blunders into the company's expense. Her clients adored her despite not always getting what they wanted. It's like the quote (often dubiously) attributed to Winston Churchill: "She could tell you to go to hell in such a way that you would look forward to the trip."

Jim Carrey's "Yes Man" follows Carl, a perpetually negative man who decides to turn his life around by saying "yes" to every opportunity that comes his way. This newfound openness leads him to a whirlwind of hilarious situations, forcing him to confront fears, discover hidden talents, and ultimately find a more fulfilling life.

However, while saying Yes is so important, the movie's lighthearted exploration of "yes" doesn't delve into the importance of setting healthy boundaries, realistic expectations, or prioritizing opportunities – lessons that the "Can-Lah" spirit emphasizes alongside its adventurous spirit.