A couple weeks ago, a pack of BOFers had the opportunity to join our courageous clients at Anytime Fitness for their annual conference in Chicago. I could write ten pages of blog post about how inspiring the event was and still barely scratch the surface, so instead I’m going to share an interesting tidbit that stuck with me.
While in Chicago, we had the opportunity to sit in on a session with Alexandra Valentin, Corporate Director of the Ritz-Carlton Leadership Center. During her talk, Alexandra recounted a customer service story that made all 1,400 people in attendance gasp and “aww” in amazement. After doing a little digging around online, I found a video post from the gentleman who received said outstanding service…and wanted to pass it on. If you don’t do anything else today, take a few minutes to watch this video. It will change how you think about customer service and the customer experience.
http://www.youtube.com/watch?feature=player_embedded&v=aH90uzU5YUw
Sometimes it’s easy to forget that we don’t just work in the (insert your industry here) business. We are all in the people business. I wonder what would happen if we stopped treating customers like customers and started treated them like friends and family?
Anyone can surprise and delight. I challenge you to find your giraffe and create a remarkable experience for someone this week.
CHIME IN: Have you ever been on the receiving end of surprise and delight?