The calendar has officially turned to autumn, and though temperatures might not have yet come to that realization, in America, weekends are now dominated by the sights and sounds of college and professional football.
As we enter the final quarter of the year, we do so having once again endured another stretch of time that brought more dynamism, more tests, and more opportunities to create and innovate. Whether in or outside the confines of work, it seems quite rare for a day to pass without some noteworthy event occurring, bringing with it the requirement to contextualize, assess, constructively analyze, and ultimately reach a decision point for how best to communicate and move forward. Increasingly, our industry is connected to a wide variety of local, regional, and global developments and impacted in some form or fashion.
As is particularly evident in the current socio-economic climate, our present reality seems to be one where we, as individuals and societies, frequently fall into the trap of quickly passing judgment, scapegoating, and seeking all possible reasons to place blame on “them.” Tribalism exists in abundance, and the desire to find common ground with those who might think, look, or speak differently feels at an all-time low. I’m sure I don’t need to address the topic of trust, as it has never been more challenging to establish and retain the highest, most coveted degrees of relational trust.
For many, the cumulative effect of all of this has resulted in widespread uncertainty and a steady feeling of standing on unsettled, shifting terrain.
At Bristol, we have long recognized that our culture and mission are paramount and take precedence over every other aspect of our company. We have always known that while the multitude of imperatives and must-haves our clients demand from us are mission-critical to our success, no matter how amazing we may be at all of it, it would mean nothing if we failed to hold true to our culture and our values of being Reflective, Connective, and Human. Simply put, we have always known the following to be true: Trust Quotient + Emotional Intelligence = Success. While AI is all the rage, Bristol is not only crafting our own roadmap to ultimately and most appropriately harness all the transformative features associated with automation and AI, but we are doing so with our eyes wide open and with great intentionality, seeking to avoid the pitfalls associated with the nasty cousin of Artificial Intelligence, Artificial Intimacy.
This past August, we held our annual Client Advisory Council meeting at our home away from home, the iconic Hotel Del Coronado. The meeting was filled with important insights and lively exchanges among all attendees. However, as we were planning the event, I was informed of the passing of a man who had become part of the Bristol family ever since my first encounter with him over a decade ago. Andrew Lounsbury, the former elevator operator at the hotel, a role he joyfully filled for more than 40 years, passed away in April.
The following two links offer wonderful insight into this extraordinary man, as well as his obituary:
Andrew will forever hold a profoundly important and ever-present position within our company. We therefore decided to honor this legendary man by setting aside time during our meeting to offer our condolences to his family and friends and to deliver a scrapbook to Andrew’s sister filled with pictures, his many handwritten notes, and other remembrances of the times we shared. It was an emotional departure from the business content that filled our agenda, and based on the note we received from Andrew’s sister, our time was deeply meaningful. Here is her message:
A big hello to the Bristol Team!!
First of all, I want to thank you, Joe, for inviting Amber and me to be a part of your meeting at the Hotel Del.
Secondly, the beautiful book that Cassie put together is absolutely priceless! I have opened those envelopes and read the heartwarming messages from so many of your people. You have no idea how much that means to all of Andrew’s family. As you witnessed from my daughter Amber, everyone is missing his good nature and special personality. It is hard to talk about him without getting really emotional!
Because of you, Joe, and your very special employees, Andrew enjoyed being in that unlikely limelight during those last few years when his health was badly failing him. Your attention and love meant the world to him! He was in disbelief that you named an award after him, and that made him strive even more to do the best that he could do, even though it was a struggle.
Thank you doesn’t seem to cover what I want to say to you through my tears, but I know you’ll understand.
Forever grateful,
Mary McQuinn and all of Andrew’s Family
Andrew serves as a contrast to the present upheaval, a beacon of light at a time when clarity can be all too elusive.
While Andrew experienced many of the same challenges and confusion you and I regularly face, he chose not to compromise his character, nor his outlook and orientation toward life, people, and relationships. Andrew instinctively understood the powerful value of strong connections and how trust served to sustain and strengthen the many relationships he established during his time on Earth.
It is of the utmost importance to all of us at Bristol that you, the readers of this article, are aware of our commitment to and passionate pursuit of a relational foundation that closely mirrors that of our friend, Andrew.
I don’t believe it’s much of a stretch to suggest that trust has never been more challenging to establish and maintain. There is certainly no shortage of vehicles used to deliver and spread information. However, disseminating and filtering the torrent of data is a daunting task. Likewise, the many people we encounter require the same intentional approach to assessing trustworthiness. Indeed, trust has become a precious commodity.
While Andrew is known and respected for the variety of ways he impacted the lives of those he encountered, his legacy is rooted in his achievement of reaching the pinnacle of trust. Simply put, he was the living embodiment of what it meant to be reliable, accountable, vulnerable, authentic … and trusted.
With Andrew in mind, each Bristol associate endeavors to achieve that same degree of trust. To our corporate clients, the relocating employees we serve, our supplier-partners, our fellow Bristol associates, and the communities we live in and support, our quest is never-ending. Each day, our goal is to effectively navigate all the challenges in ways that keep us servant-minded, as we strive to preserve and strengthen your trust.
