How To Recognize Great Service

I travel a lot. Now, I don't mind traveling. I especially don't mind it if someone else drives which is the way it is when I fly. But sometimes, I am forced to make the long drive.

After rising early one morning, meeting with the Audio-Visual people, doing a sound-check, then delivering an Attitude Adjustment, packing my bags, flying to another city and then spending four hours behind the wheel to arrive just after supper time, I was ready for a quiet night in the hotel before another presentation the next morning.

As I approached the front counter of the hotel (which I had stayed in several times before), I was met by the new girl - I assumed she was new since her name tag read "In Training." (I didn't think any parents would be that cruel.) She was perky and smiley and I kept my distance so as not to contract diabetes from all the sugar and sweetness. (OK, maybe I was just too tired.)

"So we have you checked into Room #218, on the second floor, poolside," she gushed happily.

The only thought I had was the noise level from poolside. It was an open-air indoor pool and waterslide that went up four floors with rooms facing the pool and slides. It didn't close until almost eleven o'clock. I had spent a night poolside before. I wanted quiet and poolside wasn't it.

"I'd like an outside facing room if you please. I prefer not be poolside," I gently said.

"But we're full," she smiled so sweetly.

"But not everyone is here and checked-in yet are they?" I questioned.

Clearly, my request was beyond the total training that "In Training" had received yet so up stepped Lisa to the computer terminal.

"Welcome Mr. Burns," said Lisa. "I see you've stayed with us before. Glad to have you back. Let's see what I can arrange if you'll just give me a few moments."

I let her go to work. She grabbed a pencil and started making notes on a scratch piece of paper. Room #301 goes to #109. #109 goes to #412. #412 goes to #218 and #218 goes to #301. She put down her pencil, handed me my card-key and said, "I've got you now checked into Room #301 Mr. Burns. It's an outside room as requested."

I was one thankful guy. I said that to her - leaned in close, looked her right in the eye and said so. And as I closed the door to #301, I heard it - nothing - exactly what I wanted.

But the more I thought about how Lisa had moved all those reservations around to accommodate me, I felt my words just weren't enough. After slipping out to a restaurant for supper, I swung by the grocery store florist and picked up a $10 bouquet of fresh cut flowers and a card that simply said "For great customer service ... thank you," and I signed my name. As I returned to the hotel, Lisa was at the desk on the phone. I simply placed the flowers in front of her and said again, "Thank you."

Her eyes were wide with disbelief. Her face went red and her smile lit up the lobby. As I awaited the elevator, Lisa, In-Training and the night auditor gushed over the flowers.

Attitude Adjustment: I'm sure much discussion was had amongst the clerks and other staff about why a customer gave Lisa flowers. Lisa would be proud of why she got them and the others, well let's just say they would probably be inspired to make something nice happen for themselves. Sometimes, when we say thanks in unusual ways it inspires not just the person we say thanks to, but might also change the attitudes and improve the performance of those left out of the loop. Recognition is a great tool to inspire people to give their best as well as a better effort from those who weren't recognized. Are you recognized regularly? Could you be doing more? Think about it.