The Service Enthusiast


This Serves You Right! column was originally published in the Sept. 23, 2005 issue of The Business Journal — Phoenix. by Susan Brooks Serves You Right!® It had been one of those very long days. My merchandise manager and her husband flew into LA that morning and got a head start scouting and buying at the Gift Mart. Because our car is usually filled with samples on the return trip to Phoenix, Barry and I drove the six hours to meet them at the Mart for the last three hours of the shopping day. We do this trek two times a year, meeting with vendors, always in search of new, fresh ideas and products for the upcoming season. Make no mistake: this is hard work, walking more miles in each day than in a whole week’s worth of exercising. And, yes, it is also a perk: time away from routine, unlimited hours of conversation about everything from personnel to personal issues. These trips treat us to the luxury of a nice hotel room and good eating as our reward from days filled with shopping, purchasing and focused visioning. So when we dragged our tired bodies and baggage into one of the nicest hotels in downtown LA, having confirmed our reservation and late check-in hours earlier that day, the front desk reservationist assigned us to two rooms with double beds. “Oh, I’m sure you’re mistaken,” my patient and tolerant husband replied. “We requested two rooms with king-sized beds when we made this reservation months ago.” There was no attempt to make eye contact with my husband as the reservationist shuffled through his papers and clicked away on his computer. He informed us that yes, our reservation was confirmed, but there was absolutely no guarantee for bed size. We had never heard that before. “What?” I screeched with the last ounce of energy I could muster from my toes. Barry could see one of my ‘challenging mediocrity’ confrontations was coming as he tried to calm me down. My voice got more frantic. I reminded this young man that he was in the hospitality industry, that we all were too tired, exhausted actually, to continue this ridiculous conversation about bed size policy. Let’s face it, size does matter. Barry escorted me to a welcoming armchair, assuring me that he would resolve the situation with the front desk manager, not to worry. Armed with perseverance and determination, Barry approached the manager’s station with intention for resolution, insisting on two rooms with king-sized beds, please. “The hotel is booked, Sir. Just where would you like me to find these larger beds for you?” I could only see the back of my husband, but I watched his neck turn bright red, recognizing that Barry ‘crossed over’ and was now headlong into anger. “I will camp out in this lobby if need be,” I heard him say, “until you find us the rooms and the king-sized beds we reserved. We have stayed in this hotel two times every year for the past six years, and we’ve never had this problem. Why is this an issue now?” Much too quickly, the desk manager responded with this killer line (a true story, I promise you!): “Well, I guess you were just lucky before.” I’m not sure what happened next. I think we agreed to go to dinner, hoping to receive the manager’s call to come back to our readied rooms and welcoming king-sized beds. Of course, he never called to assure, confirm, or rectify the damage from his ‘no-can-do’ attitude. As we dragged our wasted and barely-breathing bodies back over to the front desk, Barry, still somewhat in disbelief of this whole situation, simply asked the manager why we hadn’t heard from him. It was in this moment that the manager’s eyes locked with Barry’s: “Because just in case your rooms weren’t readied by the time you returned, I didn’t want you to have to yell at me twice.” Oh, so that was what this was all about: it was all about him. We were too tired to argue and/or enlighten him on Customer Service 101. I do know Barry took the time after our stay to write a letter to the General Manager, but, big surprise, he never got a response back. Clearly this General Manager created the culture and modeled the example of lackluster service. What I do know is that two times a year, for four or five nights, we’ll be staying somewhere new, somewhere that welcomes us and invites us back … somewhere that recognizes the privilege of serving customers, especially the loyal ones who contribute thousands each year to their business … somewhere that affirms that being in the hospitality industry requires an effort to be hospitable at the very least — compassionate and friendly more likely. Ultimately, we as the customer, get to choose. Eventually, our dollars send the message loud and clear, but by the time someone notices the many losses, it will be way too late. Spotlight “Spotlight” focuses on organizations that lead with innovation and enthusiasm! Arizona Governor's Conference on Tourism What a thrill to be a speaker at this year’s Governor’s Conference! I got to personally experience the presence and vitality of Arizona Governor Janet Napolitano, as well as meet and connect with the movers and shakers throughout the State’s hospitality industry. Readiness is a wonderful thing. Being open to all possibilities keeps the mind fertile. Keeping your antennae maximized (see this month’s Recommended Reads), ‘aha’s are just waiting to be discovered. That’s what happened to Jeanine Rhea as she heard me lauding the glory of Service Enthusiasm. Jeanine is a heads-up visionary and the General Manager of the brand-spanking-new Hampton Inn in Yuma, Arizona. When she emailed me two days after the Conference, my heart really did skip a beat as she shared her dream “to bring better service to all 30 hotels throughout Yuma. Service Enthusiasm would help us all because a guest’s perception of an entire town can be formed by their single service experience at any one hotel. We want everyone to know that Yuma is the friendliest town in Arizona … and we sure do want them to come back!” Oh, please, quiet my heart. Jeanine got it. She embraced the dream of what’s possible. Jeanine’s enthusiasm became contagious, as I knew it would. The ‘service buzz’ reached the ear of Roger Beadle, President of the Yuma Convention and Visitor’s Bureau. This dream was starting to have a life of its own now, feeding on the concept of creating a customer service consciousness, branding Yuma as the friendliest town in Arizona. And, lucky me! Serves You Right! will be facilitating a citywide training, beginning in November. Talk about readiness! No dust settles here in Yuma! Can you even imagine the scope? The ramifications? The infinite possibilities for self-expression, empowerment, cohesion and synergy in serving … and yes … the bottom line?! Here’s the perfect example of a collaborative service effort that started with one person’s readiness, one person’s intention to make her world the very best it can be! New Programs that Serve You Right! You asked for it ... you got it!! Those of you that have experienced customized corporate training workshops and keynotes like ‘Service Enthusiasm Boost’, ‘What Would I do Today If I were Brave’, or ‘Meeting Your Spirit Face to Face’ have asked for new programs that will continue to bring that competitive edge to your organizations. So here they are! Courageous, Outrageous, and Highly Contagious Service Leaders (workshop or keynote) This eye-opening program examines the skills, behaviors, and attitudes that have the greatest impact on team dynamics, beginning with the self-image and spirit of the leader. Utilizing a variety of interactive and experiential training methods to identify roadblocks and inspire new strategies, the focus is on management's ability to provide motivational leadership to the team. Participants learn to increase morale and productivity by discovering and maximizing their own leadership abilities. Team Spirit (workshop) Creative and highly experiential, this program breathes new life into the hearts of your team members, getting them back in touch with why they chose their work in the first place, sparking fresh, innovative thinking, and revitalizing their drive to succeed. Unique activities focus on self-awareness as well as group awareness, cooperation, support and goals. Rejuvenate, motivate, and inspire the individual spirits that collectively drive team productivity and your organization's bottom-line! Susan Speaks Susan may be coming to a podium near you...
October 19 - OR (Operating Room) Fall Conference, Manchester Grand Hyatt, San Diego Workshop and book signing November 1-2 - Yuma Convention & Visitors Bureau, Hampton Inn, Yuma Workshop and book signing November 8 - “Second Act: Happy Hour at the Herberger Theater Center,” Phoenix Book reading and signing November 9 - Scottsdale Unified School District, Scottsdale Leadership Training November 18 - Greater Phoenix Chamber of Commerce "Bright Ideas" series, Phoenix City Grill, Phoenix Speaking and book signing January 21, 2006 - Woman Entrepreneurs Small Business Boot Camp, Chaparral Suites Resort, Scottsdale Speaking and book signing
Susan: The Service Enthusiast
Service Enthusiasm speaker, trainer and author Susan Brooks provides keynotes, trainings, and consulting for companies and business professionals. She founded Cookies From Home, and built it into a famed corporate gift business (see CookiesFromHome.com). Her new book, Serves You Right!, includes many of her tastiest customer service columns. Contact Susan at: Susan@ServesYouRight.net, visit www.ServesYouRight.net or call 480.994.1918.
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Super Service Stars

Here are great examples of people doing great service deeds in the marketplace . . . it's those little things that make a big difference and guarantee to bring the customer back for more:

The Pointe South Mountain, Phoenix

Jose Smith came to my rescue in a way I’ve never experienced before. As a speaker at an awards luncheon at The Pointe, I bit my lip, not eating until after my presentation, knowing my stomach absorbs every ounce of my energy. Jose, server extraordinaire, noticed I hadn’t eaten so he had my lunch and yummy dessert boxed up, ready to go, by the time I took my final bow.

Lakeshore Learning Store,
Ahwatukee, Ariz.

It was the week before school opened, welcoming hundreds of students for a new school year. Stacey Boyd, the elementary school principal at Day Star Academy, made a mad dash to Lakeshore Learning Store in support of his team of teachers and their classroom decorations. His original supplier kept promising delivery of colored construction paper, decals, posters, et al, but Mr. Boyd decided not to wait another minute. His teachers were beginning to hyperventilate, knowing their classrooms had to come alive for their new students in a matter of days. As he breathlessly entered Lakeshore Learning Store, their staff of five was on task to find, gather, and collect everything on his list and more. He was served so magnificently and in such record time, he promised himself he would never shop anywhere else. The best reward of all was when his teachers called him their Hero!

Dreams Resort and Spa,
Cancun, Mexico

Lovely Caribbean waters welcomed and nurtured a much-needed get away for my friend. Her experience of joyful service attitude enhanced every moment. She talks of Jesus, a more than tolerant and energetic spirit who makes everyone, even the loud and demanding guests, feel right at home here in Paradise, as he concocts the magical Coco Loco cocktail every day at 4 pm. Then there’s Cesar, who politely asks permission to take pictures of guests at dinner. He then sprints through hot and humid evenings, returning with a framed keepsake before dessert is served. Experience over-the-top service, coupled with honor in jobs well done at this all-inclusive resort experience that is totally committed to making dreams come true.

Have you received an over-the-top service experience that's just too wonderful to keep to yourself? Please share your Service Hero Discovery with Susan, and perhaps our readers, at Susan@ServesYouRight.net.