🌟 Front-Row Friday Spotlight: How Simple Acts of Kindness Transform Customer Service
This week on Front-Row Friday, I’m excited to share two incredible stories that beautifully illustrate the profound impact of thoughtful customer service and personal connection.
To provide world class customer service, you don’t need to work in hospitality, or be a meeting professional, but today’s Front-Row Friday video is a result of what I learned at a hospitality conference. These examples will touch your heart and give you the two steps to help you connect on a deeper level with your customers, partners, and prospects.
Jessica Leigh hired me to keynote an event she was organizing. While preparing for the Meetings Today LIVE! Conference, she was exhausted, and the event was still a day away. After a long couple of days of set up, she asked her point person at JW Marriott Hillside in San Antonio, for a special request. Jessica Leigh didn’t want to think about ordering breakfast the next day, so approached the attentive Iliana Dufek, not only fulfilled Jessica’s request but enhanced it with a truly above and beyond gesture. You see, all she asked for was orange juice in a fancy glass, and bacon. Iliana delivered but went way above and beyond. This act of kindness is an example of world class customer service because of two things:
1. Iliana listened. Not only did she hear the request for a glass of orange juice in a fancy glass, but she asked, “Is it a special occasion?” Based on the answer she received, she went on to the second important point in delivering exceptional service.
2. She took action and went above what was expected. This special delivery was so exceptional, that Jessica Leigh will never forget it!
✈️ Making Connections in Unexpected Places
Our second story takes us thousands of feet above the ground, where a casual conversation on a plane grew into a lasting bond. I met a gentleman who owns a duct cleaning business in Virginia called “Dusty Ducts”. Through our friendly chat, we shared personal challenges involving our loved ones’ health. It seems like everyone knows someone who knows someone who has cancer. When he heard about my Frenchie’s cancer diagnosis, he shared with me that his daughter was flying to Hawaii to donate her kidney to a stranger! This morning, two months after we were random passengers on a plane, he called me. He first reminded me how me met (who could forget the owner of Dusty Ducts?!). Then he gave me the good news that the kidney transplant was a success. Then, he asked me with such sincerity, “How’s your husband? I’ve been praying for him since we met on the plane.” This simple act of following up and showing genuine concern brought unexpected reaction. I gotta say, there was some misty eyes when I told Yves. It just was so moving to hear that a stranger on a plane was praying for him.
These stories aren’t just heartwarming – they’re powerful examples of how listening and action can elevate everyday interactions into extraordinary ones. Whether it’s enhancing a special moment or maintaining a connection with someone you just met, these actions build deeper relationships and exemplify world-class customer service.
Let’s carry these lessons into our daily interactions and continue to strive for excellence in every connection we make. Remember, it’s not just about what we do, but the heart with which we do it.
Wishing you a spectacular Front-Row Friday delivering world class customer service.
Your Head Usher,
Marilyn
I’ll see you again next Friday with more front-row inspiration. If you have an extraordinary example of outstanding customer connection and service, please send it to me at marilyn@marilynsherman.com. Until then, keep your front-row spirit alive, and stay in the front row!
