As a professional speaker and author who focuses on, among other topics, customer service, you can imagine I get my share of stories. People LOVE to tell me about the BAD customer service they’ve received. In fact, when we (my team and I) train on the topic, we have an exercise that gets people sharing about the worst customer service they have received first, and the best they’ve received second. You can see, when we ask for the bad stories, people dig in right away. Oh, they have stories alright and they are doozies. When we switch and ask for the best stories, people have to dig a little harder. They find them, but it’s not quite as easy.
I want to change that. You see, I believe that we get more of what we celebrate. So, we can celebrate the bad stuff, by talking about it over and over – or we can celebrate the good stuff, and inspire people to create more of it. That’s why my books are filled with positive examples of people rolling out the red carpet for their customers.
So, I’m asking for your help.
Would you share your stories with me? Specifically, I am looking for stories of people who lift others up through their work. This could be the grocer you see weekly who whistles while he works, and always goes out of his way to smile and say hello to everyone. It could be the nurse who makes sure she spends a little extra time with her patients and goes out of their way to brighten their day! It could even be the restroom attendant who brightens everyone’s day by singing. (True story. Happy Valerie used to be that restroom attendant at the Charlotte airport.)
You can nominate your co-worker or someone who has provided service to you. You can nominate anyone but yourself. We already know you give exceptional service. 🙂 But we’re hoping you’ll see it in others and share their stories with us!
I’ll even make it easy for you. Simply email me at Donna@RedCarpetLearning.com with the subject line “I’ve got a story for you.” We’ll set up a time to talk over Zoom, so I can record the story and you won’t have to write it up!
I’m still working out how these stories will be celebrated. On our blog and newsletter for sure. However, I have other thoughts related to a column in an online publication, a new book, and some video storytelling as well. In case you’re concerned, we won’t publish anything without the permission of ALL parties involved, so you can feel free to share your story and let us handle the rest of the details.
Here are a few examples of the types of stories we want to celebrate:
10 Minutes Happier at Firehouse Subs: Jordan and Teresa were two sandwich artists at Firehouse Subs. They’re cheerful attitudes, bright smiles, and friendly conversation made perked me right up after 3 awesome, but long days of training. You can read more about their story here.
Tea at the Bedside: A colleague and I were having lunch at the Inn at Biltmore when we noticed our server had earned the “Employee of the Month” pin. After I encouraged her to share why she had been granted the honor, she told us that she had a regular group of women who came in for the formal tea service every week. She noticed that one of the women had stopped coming with them and learned that she was dying of cancer. Our server worked with her leadership team to be able to serve the formal tea to the group at the woman’s bedside so she could enjoy it one last time before she passed. What a memory she created for the friends left behind. Needless to say, my colleague and I were in tears at the end of that story.
Kanyon’s Story: Kanyon is a technician at Safelite Auto Glass. As part of his job, he has to communicate several details ahead of time so his customers can be prepared for his visit. When he learned that one of his customers was deaf, but knew sign language, he had a friend of his, who knows sign language, communicate all the details on video. His customer was blown away by his kindness. You can read more about Kanyon in my book 501 Ways to Roll Out the Red Carpet for Your Customers and in this video by Safelite Auto Glass.
See what I mean? I know these stories are made every day, all over the country – actually all over the world – and I want to do my part, and use my platform to celebrate them! What do you say? Will you do YOUR part to help me spread the GOOD news about people lifting others up through their work?
Again, email me at Donna@RedCarpetLearning.com and type “I’ve got a story for you” in the subject line. Do that, and I will be in touch!
Donna Cutting is the author of two books on red carpet customer service, including the Amazon bestseller 501 Ways to Roll Out the Red Carpet for Your Customers. She and Team Red Carpet are focused on rolling out the red carpet by lifting each other up and teaching others to do the same. Donna wants to share your stories worth celebrating. Photo by Treadshots.