Who is the lucky one?

This week we have been running an Arbinger training event in a Sydney hotel.  Yesterday we went to the in-house restaurant for a buffet lunch.  It was great.  I was just getting seated with the group when one of the hotel staff commented that we were 'lucky to have such a good lunch'. She may have meant that the food was better than normal - but I took it that we were lucky to be eating in their restaurant.  My response was quick and sharp - 'we paid for it!'.

I find that, as I get older, I am becoming more and more sensitive to the quality of service that I receive - and become more and more demanding when it is not up to the standard I expect - or when I am not given due respect as the customer.  After stewing in my little moment of self-righteous indignation I began to wonder - what it is like for my customers when they're 'on the receiving end of me'.  Do I suggest in word or deed that they are 'lucky to have me'  or that the service they are getting is, in some way, beyond what they paid for?  Do I act sometimes as if they are there to serve me?  What a twit!

I am reminded of the inspirational story of Rick and Dick Hoyt.  Would we even know about it if Dick decided that Rick was lucky to have him as a Dad?  I think we only know of this story because Dick realised how lucky he was to have Rick as a son - and wanted to show him that.

Sometimes we lose sight of what we are there to do and see basic service as an optional extra.  What would happen if I was more grateful for my clients?  Would I care for them more?  Would I be more curious?  Would I go out of my way to be more useful in helping them accomplish their results?  If I cared for them more deeply would I go that extra mile?  And if I did - would I be more effective?  

Food for thought... 

Comments

[Alma McNicol]

Hi Cossie
Your food for thought emails are becoming a highlight of the week for us.

This one is truly inspirational.

As I read the first the first two paragraphs my thoughts were - yea - been there done that got the Tshirt about bad customer service.

But then very humbled by the video.
Thought provoking indeed.

Still need to meet up for that coffee!!

With love
Alma and John

[Kevin Scott]

Hi Cossie,

It absolutely resonates with me - inspiring. I shared it with my kids and wife. I also shared with it my immediate staff. It is very much my philosophy and to see that father demonstrate his relationship with his son - it is more than walking a mile in another's shoes. It is also more than love -maybe more of us should reflect on how we express our love, empathy and humanity to those closest to us.

Again thanks - I will reflect further.

Kevin

[Cossie]

Hi Kevin, I am glad you enjoyed the post.  I have always found the Hoyt story inspiring.  One of the interesting side notes is around the effect Rick had on Dick.  A few years ago Dick had heart trouble and was told that if he hadnt become so fit training and competing with Rick that he would be dead!  Rick literally saved his life.  I think it is a great example of the value of getting out of our own way and valuing everyone that comes into our lives - at home or at work - even though that value may not be obvious at first blush.  Cheers.  Cossie

[Cossie]

Hi Alma ( John).  Love your comments.  It is so easy look at life and think we are getting it tough as the statue - without realising that others might experience us as the pidgeon - and without considering that binary views of experience usually offer 2 distortions - neither of which is the truth.  I am around for the next couple of weeks so lets hook up.  Cheers - Cossie