I grew up as a young girl in the town of Westport, Massachusetts. Most of my family still lives in the surrounding areas of Fall River, MA and a few in Rhode Island.
When I say most of the family, I mean LOTS of people. I mean, LOTS of them. My french grandmother, who I called Memere, had 14 children. One of them was my Dad. Eleven of those children had children, who had children, who had children and so on. Let’s just say….our family reunions are huge and fun!
My dear Memere has long since passed on, but the many memories I have of her live on. She was one of the people in my life (along with my Mom) who had a knack for taking ordinary moments and turning them into extraordinary ones.
Memere memories are filled with banana sandwiches, chocolate milk, the best fudge in the whole world and crepe paper-wrapped toilet tissue rolls filled with candy!
However, my favorite Memere memory involves a red-carpet. (Surprise, Surprise!)
As I mentioned, most of my family still lives in the Fall River, Massachusetts area. However, when I was young my cousin Paulette moved to Arizona with her new husband. The first day she came back to visit, the entire family crammed into my Memere and Pepere’s house to see her.
Memere (with, I believe, some help with my Mom) had found a red-carpet remnant in an upstairs closet. A special parking space was reserved for Paulette and her family, and the red-carpet was rolled out on the sidewalk.
As a young would-be actress, I can’t tell you the impression this made on me. I barely knew my cousin Paulette at the time, but considering she was getting the red-carpet treatment I knew she must really be someone wonderful (she is!) and that this was a very special occasion. I could barely contain my excitement as her car pulled up and she and her family were welcomed home with a red-carpet!
It’s true. My love of theatre, movies and all things entertainment related influenced my decision to use a red-carpet as a symbol of customer service excellence.
However, it’s that childhood memory that truly defines what the red-carpet means to me and the message our team spreads across the country. Rolling out the red-carpet for someone means that you’re welcoming them; showing them how important they are; and that when they show up it’s a special occasion. It’s about taking a moment ordinary and letting it be extraordinary!
When you can engage your entire team to convert ordinary moments into extraordinary ones, that’s when you’ve succeeded in creating a company culture that delivers red-carpet customer service.
About the Author: Donna Cutting, CSP is the author of The Celebrity Experience: Insider Secrets to Delivering Red-Carpet Customer Service and the Founder of Red-Carpet Learning Systems, Inc. She leads a team of customer service experts who provide training and tools to help leaders create a service culture of engaged employees who turn ordinary moments into extraordinary ones – resulting in rave reviews and referrals. She can be reached at Donna@RedCarpetLearning.com or by calling 800-519-0434.