I recently had an amazing experience while renting a car from Enterprise. An energetic, passionate young woman helped me with my rental and I was so impressed with her customer service skills that I actually offered her a job in California working for me as an administrative assistant.
I honestly did not expect her to take it (I was in Ohio renting the car and Cincinnati is her home town). But what did happen helped me remember how important it is to recognize people in our everyday interactions.
Unfortunately, in today’s world, we tend to remember all the negative outcomes or experiences. With review sites that promote negative reviews such as Yelp, there is now more and more focus on what is “wrong” with a service provider or product than focusing on what is right.
Maybe I am naïve, but I believe most people get up each day and want to have a great day and help their customers, clients and patients. Of course, some people give up sooner, or just do not have the energy or focus to sustain a customer-centric attitude all day.
My proposal today is to try to make a change in the collective atmosphere that focuses on all the “bad” and start handing out praises to people we encounter all day long.
Try it starting today.
I have to admit, at first it takes some effort, but once you get going, you will love the rewards. People will smile more, you will smile more, you will get better service and even some special perks — and best of all, you will be making the world a better, more positive place!
Back to my Enterprise story. I told her how impressed I was with her customer service skills and ability to make me feel like I was the only customer in that day getting a car. She actually teared up a bit and said to me that was the nicest thing anyone had said to her all day and in fact she had been having a “bad” day (although she did not show it).
She thanked me profusely, blushed at my job offer, but declined — and I thought I saw her gleefully skip (like a schoolgirl) back into the Enterprise Rental store as I pulled out of the parking lot.
I honestly think I was happier than she was by seeing her face light up and the joy expressed by her body language.
That is what making a difference is all about.