excellent customer care

Exceeding Expectations

In a hotel, a maintenance engineer was replacing a light bulb in the lobby ceiling. Out of the corner of his eye he notices a woman and her two sons coming from the pool, wrapped in towels but still dripping wet. The woman has her hands full with bags. She fumbles with the door that leads into the lobby, looking exasperated. The man on the ladder becomes alert to her predicament, puts down his tools, climbs down, crosses the lobby, smiles, and opens the door for her.

“Welcome back to the hotel, ma’am,” he says. “Let me help you with your bags. How was the pool? Did your two little guys have a good time? What floor are you going to?” He presses the button, exits the elevator, and heads back toward his ladder.

Learn to recognize and respond to the needs of your customers before they are expressed – sometimes before your customers even realize they have a need.

The customer expressed a need, and the employee responded energetically. He got off the ladder rather than saying ‘That’s not my job’. Reactive service is a pretty ineffective way to create loyal customers. To get on the fast track to customer loyalty, your company needs something better.

The magic happens when you, your systems, and the employees throughout the ranks of your business anticipate the needs of your customer, learning to recognize and respond to the needs of your customers before they are expressed – sometimes before your customers even realize they have a need. That is the difference between providing a normal service by merely reacting to customer requests and building loyalty through true anticipatory service.

Reference: Exceptional Service, Exceptional Profit: The Secrets of Building a Five-Star Customer Service Organization

balloons

Serve others and find your purpose

Some people were attending a seminar. The speaker, wanting to wake up the group into full consciousness, decided to start with a group activity. He gave each participant a colourful balloon. He continued by asking everyone to take some time to blow up the balloon and to write their name on it using the few indelible marker pens scattered around. Then all the balloons were gathered in an adjacent room.

The participants, now in the adjacent room with the balloons, were challenged to find the balloon bearing their name within 5 minutes. Everyone was frantically searching for their name, colliding with each other and pushing around others. There was utter chaos.

At the end of the 5 minutes hardly anyone had found the balloon.

The speaker now asked the participants to randomly pick any balloon and give it to the the person whose name was written on it.

Within minutes everyone had their own balloon. 🎈🎈🎈

bridge

A Beautiful Story of Forgiveness

The Bridge: A Beautiful and Heart-Warming Story!

This is a story of two brothers who lived side by side in their own farms for many years, until one day, a foolish argument caused a rift between them. This was the first serious disagreement the brothers had in all of their 50 years.

The fight began over a small misunderstanding, which can sometimes happen, but the dispute dragged on and became an angry exchange of words, followed by weeks of silence.

One day, there was a knock on the older brother’s door. When he opened it, he was facing an old, bearded carpenter, holding a toolbox. “I could sure do some work for you, sir” said the stranger. “Do you need any repairs in your farm?” “Yes”, replied the farmer. “I’ve got a job for you”.

“Across the creek, there’s a farm that happens to belong to my younger brother. Until recently, the whole area between our homes was green, but then he changed the creek’s path, making it into a border between us. I’m sure he did that for spite, but I’ll show him…” said the older brother.

“You see those trees by the barn? I want you to turn them into a 10-foot tall fence. I never want to see his face again.”

The old carpenter thought quietly to himself for a few minutes and eventually said: “I see”.

The farmer helped the carpenter carry his tools and the wood, and then drove off to the city on some errands. When he came back in the evening, the carpenter had finished his work. Upon arriving at the creek, the older brother was stunned. His eyes were bulging out, and he couldn’t utter a single word.

Where a fence should have been standing, a bridge stood now. A quaint and special bridge, truly a work of art, with an intricately carved banister.

bridge

At the same time, the younger brother happened to come to the same spot. He rushed over the bridge and embraced his older brother, and said:

“You’re something special… building a bridge, after all I’ve said and done!” While both brothers were hugging, the old carpenter collected his tools and started walking away. The brothers turned to him and said “Please, stay for a few more days – we have more things that need fixing.” “I would have loved to stay, kind sirs,” said the carpenter. “But I have many more bridges to build and things to fix in other places…”

The moral of this story is a simple one: We often let anger push us away from our loved ones, and allow pride to come before our love. Don’t let it happen to you. Learn to forgive and appreciate what you have. Remember: The past cannot be changed, but the future can be. No quarrel can spoil a true connection. Build your bridges when you have to, and always cross them with a smile.

Help-People

Serve people in front of you now!

The thought came to a certain king that he would never fail if he knew three things. These three things were

What is the best time to do each thing?
Who are the most important people to work with?
What is the most important thing to do at all times?
And this thought having occurred to him, he had it proclaimed throughout his kingdom that he would give a great reward to any one who would teach him what was the right time for every action, and who were the most necessary people, and how he might know what was the most important thing to do.

Many educated men attempted to answer the king’s questions, but they all came up with different answers. The king decided that he needed to ask a wise hermit in a nearby village. The hermit would only see common folk, however, so the king disguised himself as a peasant and left his guards behind to see the hermit. The hermit was digging flower beds when the king arrived. The king asked his questions, but the hermit went on digging rather laboriously. The king offered to dig for him for a while. After digging for some time, the king again asked his questions. Before the hermit could answer, a man emerged from the woods. He was bleeding from a terrible stomach wound. The king tended to him, and they stayed the night in the hermit’s hut.

By the next day the wounded man was doing better, but was incredulous at the help he had received. The man confessed that he knew who the king was, and that the king had executed his brother and seized his property. He had come to kill the king, but the guards wounded him in the stomach. The man pledged allegiance to the king, and he went on his way.

The King approached him, and said: “For the last time, I pray you to answer my questions, wise man.” “You have already been answered!” said the hermit, still crouching on his thin legs, and looking up at the King, who stood before him. “How answered? What do you mean?” asked the King.

“Do you not see,” replied the hermit. “If you had not pitied my weakness yesterday, and had not dug those beds for me, but had gone your way, that man would have attacked you, and you would have repented of not having stayed with me. So the most important time was when you were digging the beds; and I was the most important man; and to do me good was your most important business. Afterwards when that man ran to us, the most important time was when you were attending to him, for if you had not bound up his wounds he would have died without having made peace with you. So he was the most important man, and what you did for him was your most important business.

Remember then: there is only one time that is important–Now! It is the most important time because it is the only time when we have any power. The most necessary man is he with whom you are, for no man knows whether he will ever have dealings with any one else; and the most important affair is, to do him good, because for that purpose alone was man sent into this life!”

“Remember that there is only one important time and it is Now. The present moment is the only time over which we have dominion. The most important person is always the person with whom you are, who is right before you, for who knows if you will have dealings with any other person in the future? The most important pursuit is making that person, the one standing at you side, happy, for that alone is the pursuit of life.” -Leo Tolstoy

“The Three Questions” is a short story by Russian author Leo Tolstoy first published in 1885 as part of the collection What Men Live By, and Other Tales. The story takes the form of a parable, and it concerns a king who wants to find the answers to what he considers the three most important questions in life.