Wowing Your Customer

Thank you to my co-worker Allyson how gave me this inspirational thought today from http://refresher.com/wowyourcustomers/?p=43 1001 ways to wow your customer.

Think ‘Purpose’ Not ‘Function’
January 3rd, 2008
"The front-desk’s purpose is not to check people in. That’s its function. The purpose is to welcome the customer."
"Purpose is too often ignored in favor of function. Functional competence can be commoditized – you’re just as good at checking people in (or whatever the process is) as your competitor."
"But, purpose is something that frees people up to contribute with imagination and even passion. You can’t impose a purpose, though. Leaders set the purpose of an organization. But, employees make the decision to buy into it. So it’s a compact or agreement rather than simply following instructions or fulfilling a function."
Theo Gilbert-Jamison, V-P. Training & Organizational Effectiveness, The Ritz-Carlton Hotel Company
The Purpose of a HousekeeperThis is what happens when, say, a hotel housekeeper, sees her purpose as ‘enlivening the senses’ (the Ritz-Carlton purpose) rather than simply clearing up a room. It’s a story I heard Tom Peters tell:
A customer wrote to the Ritz-Carlton expressing his astonishment at the behavior of the housekeeper during a stay in New York with his wife and daughter. After a day sight-seeing in the city, they returned to their room, only for the daughter to complain that her teddy bear was missing.
After a quick search, they found it hidden in the towel cupboard, with a foil-wrapped chocolate clasped in its paws. The next day, the bear had disappeared again; the daughter found it under the bed with another chocolate in its paws.
At the end of each day, for the duration of their stay, the daughter couldn’t wait to get back to the room to play ‘find the teddy’ with a housekeeping maid she never actually met. "It was the best part of her stay," wrote the customer.
What can you do to help bring your organization’s purpose to life in 2008, so your people deliver an exceptional customer experience like this housekeeper did?
Contributed by Phil Dourado

I thought that this quote was very inpirational not just in the business atmosphere but in our own lives. We are given gift and what do we do to share those gifts to others. I really hope that I can share my gifts to others but also more importantly be able see and utilize others gift and really be appreciative for those gifts.

I will probably be posting another posting today so check back later, have a very wonderful. Remember who you are and what you stand for. Love you all!!!!