Dear <<First Name>>,
I recently had a breakthrough related to us humans. I typically take my shirts to be laundered. Most of the time I deal with the same cleaners. The person behind the counter would notice the clients parking, then rush to the conveyor belt and have my order and those of others ready by the time you got to the counter. It was as if she made it her goal to know the last names of all her clients so that she could perform this act of kindness and uncommon courtesy. Having the clients’ order ready before you got to the counter and greeting us all with a large smile, looking at the clients’ eyes, is like saying: "I did it again." By the way, on the counter I saw a tip box, most days filled with coins and small bills.
For the last couple of months this person is no longer there. I probably have seen two or three other people taking care of the counter. Now each time we come up to the counter, we need to give our phone number, they look in the computer, go to the conveyor belt, and deliver the shirts. All in all, it takes about 5 to 10 minutes. There is no knowing of last names, no rush to the conveyor belt, no beaming smile, no looking into somebody's eyes. By the way, the same tip box looks empty and not even well kept.
I think this attitude is not connected to the salary, it is the same position, yet so much difference. It is related to an attitude: about what makes us human, and what makes us of value. I wonder how many times in our daily lives we encounter people who have given up, are not willing to communicate joy, or make contact with those that they serve. How many times we sadly settle to accept this as the norm instead of practicing what excellence in execution means.
May we always be able to provide service consistently, happily and selflessly. I call it being relevant, proactive and engaged. Most of the time, it seems to me that small details make the difference in our lives and those around us.
Innova Technologies, Inc.