Make your life worth living as your living is being made
By Catherine DeVrye
Think of people who, through their work, have made a difference to your life.
It could have been an encouraging teacher, a boss who believed in you or a
colleague who willingly helped on a project outside their job description.
It might have been an insurance agent who calls a lonely widow just to say
hello; a cell phone dealer who loans his own phone to a tradesman; or a
pharmacist who delivers a prescription to a sick pensioner after hours. In each
of these true examples, repeat business flowed to those who did that little bit
extra. By helping others, we help ourselves.
When I started speaking professionally, I believed I could make money and
make a difference. However, like most burgeoning business owners, I was
occasionally plagued with doubt. Once was after a long flight, when I arrived
with no voice, to address 400 realtors the next morning. (an occupational hazard
indeed!)
At hotel check-in, the receptionist started her standard greeting, outlining
the magnificent facilities but I cut her short with a whisper, to say that I
simply wanted to get to my room immediately. I promptly unpacked, showered and
curled up in bed, feeling somewhat sorry for myself away from home, when I heard
an unexpected knock at the door.
"Room service"
I croakily informed him that I hadn't ordered room service.
"Yes, Ms DeVrye, we know you haven't ordered room service but we also
know you're not feeling well, so have brought some hot lemon and honey with our
compliments."
Sure enough, on a silver tray, was exactly what I would have wanted if I'd
been home. In addition, there was a hand written note from the chef offering to
make chicken soup and another note from the concierge, with some vitamin C
tablets and an offer to obtain any additional medication from the drugstore in
town.
As someone who spends over 80 nights per year in 5 star hotels, I know that
sort of service isn't standard, nor in anyone's job description. The
receptionist put herself in my shoes and coordinated others to deliver
outstanding service. I felt better already and naturally, any traveller would
remember that experience long after they'd forgotten the marble in the foyer!
My voice marginally restored the next day, I addressed the realtors and used
this real time example of going that extra mile to truly care about the
customer. I'd arranged for the receptionist to attend the presentation and later
at check-out, she said she felt somewhat stunned by the spontaneous applause
from the audience.
"Just to know that you felt better, made me feel better about my day. I
didn't expect any thanks." By doing that little extra, she gained extra
satisfaction for herself.
I'm pleased to report that the real estate company adopted "Hot Lemon
& Honey' service as their annual theme, achieving record profits that year.
Subsequently, 'Hot Lemon & Honey…Reflections For Success in Times of
Change' became the title for my new book, which I'm honoured to have
endorsed by Sir Edmund Hillary, and Jack Canfield, the author of 'Chicken Soup
for the Soul'.
Remember this receptionist, and all the other folks mentioned in this
article, when you get up and head off to work each day. Will someone so fondly
recall you for making a difference? Because, in spite of the frustration we all
experience in our daily tasks, isn't it reassuring to remember that we too truly
can:
'Make our life worth living as our living is being made.'
About the author: Catherine DeVrye is the author of the
#1 best seller 'Good Service is Good Business' and the newly released
inspirational gift book 'Hope Happens!…words of encouragement for tough
times'. Winner of the Australian Executive Woman of the Year Award, she speaks
internationally on managing change, customer service and turning obstacles to
opportunities. www.hopehappensnow.com Phone: 61-2-9977-3177. Email: office@greatmotivation.com
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