March 14, 2006
Contact Sue Miller for permission to reprint this article.
Sue@suemillerpresentations.com 800-749-1946
www.suemillerpresentations.com
WORKPLACE WISDOM NEWSLETTER
It’s My Pleasure!
I am relaxed, suntanned, and have sore sides from a full week of
laughter.
My mother, two daughters and I have just returned from a “Girls’
Week” in a
beautiful Caribbean Resort in Cancun...the kind that spoils you
for seven days with
excellent food and amazing pampering.
I know this is familiar to many of you. However, this trip was
special for us because
it was the “first time” we have been able to be together to laugh
and play by
ourselves. Our four husbands were supportive and kept the children
back at home so
our minds could be free of responsibility.
We all returned in awe of the customer service we
experienced.
Each
employee demonstrated accountability and responsibility.
From the bellmen to the housekeepers….from the front desk to the
restaurant
hostesses….from the poolside servers to the golf cart
drivers….every single one of
the 2,000 employees…
kindly and genuinely said, “It's my pleasure to serve you.”
...and serve us they did!
HERE'S THE HISTORY LESSON
Hurricane Wilma Ripped Cancun
The devastation of Hurricane Wilma dealt its dastardly blow to
this lovely community
on October 21, 2005 – hovering over Cancun for 14 strong hours without
moving
out to see. We saw a video of the storm’s massive devastation, and every one
in the
room grew quiet. All of us who were being pampered with manicures,
pedicures,
messages, and room service (etc.)….were humbled.
The Storm's Devastation
The storm hit this business enterprise (the resort), and left
behind: palm trees in
jacuzzis, sand and salt water in the lobby, 2-3 feet of water in
the restaurants, beach
sand 4-5 feet deep in the massive pool, sea-side restaurants blown
away, their
seawalls crumbled like little crackers, and beautiful stained
glass lobby ceilings in
billions of tiny pieces on the used-to-be shiny marble floors.
Bedding, drapes, TV’s,
furniture…destroyed! The video stirred strong emotional feelings
in everyone that
saw it. Personally, I felt a lump in my throat, a knot in my stomach, and
warm tears
in my eyes.
March 14, 2006
Contact Sue Miller for permission to reprint this article.
Sue@suemillerpresentations.com 800-749-1946
www.suemillerpresentations.com
The Clean-Up
After taking care of their families and their homes, all these
employees returned to
work…but not to their old jobs. Each employee put on boots,
raincoats, and old
clothes to begin the clean up. Everyone did whatever was needed. No one was “too
good” to work beside another. Their beloved resort was hurt. All they
wanted was to
restore it to its original beauty.
The Result of Pulling Together
Wow!….the amazing result! On December 15, 2005, all employees
– who were
kept on the company payroll throughout the ordeal – gathered in
the massive
elegant lobby for a Grand Opening Celebration that far exceeded
all previous
employee parties! The employees sang, cried, danced, and held
hands with the
Executive Team of this Resort. Happy, vested employees. Every company’s
dream – all over the world!
All had lost so much. All had much personal pain. All could have
missed paychecks
(they did not). From the executive to the lowest wage earner, they
turned their pain
into gain in 2 ½ months with the old concept of “sweat equity” … HARD
WORK.
The Feelings Today
What's the result of the employees abandoning their prestigious
“resort jobs” and
putting on boots and raincoats? Of going to work “to sweep up mud
and glass; to
paint; to replant; to haul off thousands of soaking items”? These employees
now feel
a sense of PRIDE AND OWNERSHIP of their resort that is being
demonstrated every
day.
They love the resort company….the resort company loves them…they
both know how
extremely valuable they are to one another.
The Benefit to Me, the Customer (Guest)
My family and I received SHOCKING, OUT-OF-THIS-WORLD CUSTOMER
SERVICE!
The Customer (Guest) Leaves
Yes, the vacation is over and we leave. We leave and tell 10-20
others how special
this resort is; how kind the employees are; how perfect they made
our vacation! We
will TELL OTHERS who will TELL OTHERS who will TELL OTHERS about
the phrase,
It's my pleasure to serve you."
So, this is my message:
Working Together and Building a Sense of Family
...even in horrible times
is the foundation of excellent customer service.
For one week, we heard this same beautiful and sincere phrase
It's my pleasure. Thank you for your business.”
They Do Remember
Yes, the resort employees remember Wilma’s devastation and the
terrifying thought
of losing their income. So, most definitely, they are sincere! It
is their pleasure to
have me at the resort, and they are grateful for my business!
March 14, 2006
Contact Sue Miller for permission to reprint this article.
Sue@suemillerpresentations.com 800-749-1946
www.suemillerpresentations.com
Can I remember to be that gracious?
Yes!
I will remember that my attitude drives my business - always!
WHAT A LESSON!
Rebuild, Remember, Be Grateful.
Mother Nature teaches us many lessons...our challenge is to
absorb them.