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WORDS OF WISDOM
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Giving great service can be "all about you" because of the way it makes you feel.
-Donna Long
It is not the position; but the disposition.
-J.E. Dinger
There is very little difference in people, but that little difference makes a big difference. The little difference is attitude. The big difference is whether it is positive or negative.
-W. Clement Stone |
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ABOVE & BEYOND THE CALL OF DUTY
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I had to be in Panama City this week to do a keynote for an association. It was a pretty typical trip including a taxi ride from the airport. The driver was friendly as he informed me of the flat $25 fee.
When we arrived at the resort he mentioned that there are condo units and a hotel about a block from one another and just wanted to be sure we were at the correct place. I pulled the file and gave him the address. We both looked for a building number, but couldn't find one. I started to jump out to confirm that we were at the correct place, but he beat me to the punch. He was told that members attending the conference were staying at both resorts, so they needed my name. Long story short, we found out that I was in the condos down the street, but that I had to go to yet a third building to check in. The driver, Gary, took me to the registration building, waited for me to get checked in and then took me to the condo. When asked what I owed him he reminded me that it was a flat fee of $25 and said that the extra running around was not a problem. As I handed him the fee with a nice tip, he handed me my receipt and a business card asking that I call them when I'm ready to return to the airport. I've had drivers do this before, but haven't made it a habit to hang onto their cards. In this case, however, I did because the service was above and beyond the call of duty! |
INSPIRATION FOR GOING
THE EXTRA MILE
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In thinking about the taxi driver, Gary, we could be somewhat jaded and assume that he went the extra mile (figuratively and literally) because he expected the larger tip that he received. But I choose not to be jaded in my thinking and believe that Gary actually enjoyed being so pleasant and helpful. It's the kind of thing you can observe in a person's tone of voice and body language.
To me he just seemed to be having a very good day. He was cheerful and seemed downright proud of being so helpful.
It's good for all of us to be reminded of how those positive behaviors affect our own feelings about ourselves. So often we "preach" to team members about how good service benefits our companies, and ultimately can affect a person's pay or promotional opportunities. We sometimes forget the immediate benefit of how great service can make us feel better about being at work. And don't forget the feeling of accomplishment and fulfillment when we do more than is required or expected.
And the funny thing is that when we start our day in such a positive and productive way, it seems to put us "in the zone." And... once in the zone... it seems easy to provide that great service on a continuous basis while increasing our productivity and effectiveness. |
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WHO CARES? I DO!
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Click this linkto learn more about the video-based customer service program, Who CARES? I Do! Using Emotional Intelligence for Service Excellence.
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