Recognize great customer service

Recognizing Great Customer Servicestring(34) "Recognizing Great Customer Service"

I had an experience at the 2014 BNI® U.S. National Conference that reminded me of how important it is to take time to notice really good customer service.

During that conference, the hotel’s room service would deliver my meals to my suite. Very often the delivery was right as a meeting in my suite was finishing up. Leslie was the hotel employee who made most of the deliveries during the last part of my stay. On one of the days, I had a group of ten BNI Directors in my suite who were kind enough to give me a Givers Gain® plaque made by one of their local members.

As a group, we started to gather around to get a photo and Leslie said, “Would you like me to take the picture?” That’s rather common; employees at hotels and restaurants have become accustomed to taking photos of the many people going through their establishments. However, Leslie then said to everyone, “Okay, everybody give me all your cameras–I’ll take a photo with each of them.” She then dutifully accepted each camera and phone and took many photographs, one by one, making sure that everybody got their own picture.

As I watched this, it struck me that she didn’t act annoyed or irritated by having one camera after another given to her; she happily took the pictures very patiently and professionally. She smiled and chatted with us while she took each photo as though she were taking photos of her own family. I couldn’t help but think that there was a supervisor downstairs wondering what was taking her so long. The truth is, she was giving the guests at her hotel a very nice and memorable experience.

It got me thinking about each trip that Leslie had made to the room during the week. She was courteous, friendly, helpful, and attentive. I was so wrapped up in the business of a running the conference that I hadn’t really noticed just how good she was until the end of the event when things started winding down for me.

While doing her job, Leslie worked diligently to create great guest experiences. So much so, that I later told the hotel manager that she should be teaching customer service training – she was that good.

I’ve traveled a lot in my years as the Founder of BNI and I certainly do appreciate great customer service. I believe in the importance and the power of recognition. I do like to thank people in person, in the moment during the situation or the event where they were so helpful. And I also have a way to fully share my appreciation after the fact when I receive a survey from a hotel or cruise line. When someone provides outstanding service or goes above and beyond to help me, I ask them, “May I take your picture?” That way, I’ll remember their face, see their name tag to spell their name properly, and easily recall the day, place, and circumstances of how and why they were so helpful, giving them the well-deserved recognition.

Have you had a terrific customer service experience in the past? I’d love for you to share it in the comment section. What specifically was it that made your experience great?

What Kind of Man Do I Want to Be?string(33) "What Kind of Man Do I Want to Be?"

I was recently talking to a good friend and fellow member of the Transformational Leadership Council, Bettie Spruill.  We were talking about relationships and she asked me “what kind of man do I want to be?”  I thought that was a great question and I decided to write this blog on that topic.

I want to be a man who lives his values and treats others accordingly.  Living my values is an important aspect of having a fulfilled and meaningful life. For me, my values are fundamental to my identity.  They shape my beliefs, priorities, and behaviors. I want to be a man who lives his values and I strive to embody those values in all aspects of my life. My values include Givers Gain, a positive attitude, recognition, accountability, traditions, innovation, building relationships, and lifelong learning. I’ve incorporated all of these into my company, BNI.

The philosophy of Givers Gain is a value that I hold dearly. I believe that when we give to others, we ultimately receive more in return. This value is particularly relevant in my professional life, where networking and building relationships are essential for success. By giving to others, whether it is time, resources, or knowledge, I can build stronger connections and foster a sense of reciprocity.

Maintaining a positive attitude is another critical value for me. I believe that a positive outlook can have a profound impact on our overall well-being and our interactions with others. By maintaining a positive attitude, I can approach challenges with a sense of optimism and resilience, and inspire others to do the same. Additionally, a positive attitude can create a more welcoming and inclusive environment, where everyone feels valued and supported.

Recognition is a value that is important to me, both in my personal and professional life. I believe that acknowledging the efforts and achievements of others is essential for building strong relationships and fostering a sense of appreciation. By recognizing the contributions of others, we can build a culture of gratitude and respect, where everyone feels seen and valued. Recognition also aligns with my belief in the importance of building strong relationships, as it helps to create a sense of trust and mutual respect.

Accountability is another critical value for me. I believe that taking ownership of our actions and decisions is essential for personal growth and development. The older I get the less I believe in words and the more I believe in behaviors.  By holding ourselves accountable, we can learn from our mistakes and make meaningful changes that benefit ourselves and others.

Traditions are a value that is important to me, particularly in my personal life. I believe that honoring our cultural and organizational traditions can provide connection and belonging and help us to maintain a sense of identity and purpose. Additionally, traditions can help to create a sense of continuity and stability, particularly during times of change or uncertainty.

Innovation is a value that is important to me, particularly in my professional life. I believe that embracing new ideas and approaches can lead to more creative and effective solutions to complex problems. Innovation brings excitement and motivation, as we explore new possibilities and push beyond our boundaries.

Building relationships is a value that is essential for me, both personally and professionally. I believe that cultivating strong connections with others is essential for personal and professional growth and can provide a sense of support and community. By building relationships, we can learn from others, share knowledge and resources, and gain a sense of belonging.

Lifelong learning is a value that is fundamental to my identity. I believe that learning is a lifelong process, and that we can always strive to become better versions of ourselves. By embracing a growth mindset, we can approach challenges with an attitude of curiosity and openness, and use each experience as an opportunity for learning and development. Additionally, lifelong learning aligns with my values of accountability and innovation, as it involves being open to feedback and exploring new ideas and approaches.

Living our values is essential for leading a fulfilling and meaningful life. My values of Givers Gain, positive attitude, recognition, accountability, traditions, innovation, building relationships, and lifelong learning are fundamental to who I am, and they guide my behavior in all aspects of my life.

By striving to live my values and treating others accordingly, I hope to inspire other people to do the same and create a positive impact on the world around me. I believe that when we align our values with our actions, we can create a life of purpose, fulfillment, and joy. It is my goal to continue to live my values and always strive to be the best version of myself so I can positively impact those around me.

That is the kind of man I want to be.




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