| I was jetlagged at yet another airport. It was | | | | client meeting and take the first flight to Hawaii. I |
| night three of my important, multi-city business | | | | am suggesting that you to give yourself simple, |
| trip. With this new client, everything had to be | | | | day-to-day moments of fun. You could turn off all |
| just right. I checked my luggage on a puddle | | | | electronics for ten minutes and do absolutely |
| jumper not realizing that I was supposed to pick | | | | nothing. Or go out for sushi. Or maybe buy a |
| up my bag plane-side. I showed the gate agent | | | | bunch of daisies for your office or invest a few |
| my red ticket stub as I was boarding the next | | | | minutes to puzzle out a crossword. |
| flight. She got the "uh oh" look on her face, and | | | | As I took my boarding pass back from the gate |
| my stomach lurched. My suit and supplies were in | | | | agent, I thought I saw a fleeting, wild look on her |
| that suitcase, and my class began at 8:00am the | | | | face, the kind of look that made me think: she's |
| next morning. The gate agent saw my look of | | | | going to try to pull a miracle for me. Whether or |
| panic, and I could tell she cared. That's customer | | | | not she delivers a miracle doesn't matter. She |
| service. | | | | wanted to. That's customer service. I was given |
| When it comes to our own customers, how do | | | | the challenge to write one hundred things that I |
| we create this kind of compassion? You could | | | | liked to do. After I got the first few down and |
| take a class, read a book, write a script, or | | | | my mind drew a blank, I needed to get creative. |
| memorize a formula. These may or may not | | | | That's how blowing bubble gum, picking berries, |
| work. My suggestion is simpler. You can put it into | | | | splashing in waterfalls, reading historical fiction, |
| practice right away, and it's fun to boot. Are You | | | | talking to my friend Tina, and salsa dancing have |
| ready? | | | | made it to the list. I was amazed that it took me |
| Focus on your happiness. That's right. Develop | | | | until #76 to remember kissing! |
| your own joy. There's a real connection between | | | | The hotel phone woke me at 1am. My luggage |
| how you feel and how you treat others. When | | | | had arrived, could they bring it up? Yes! I said and |
| you are in an uplifted mood, it's easier to care | | | | shouted to the ceiling - thank you airline lady! I |
| about how others are doing. Haven't you spotted | | | | was never able to thank my miracle worker |
| this in yourself? When you're happy and you ask | | | | personally. I hope she knows that her service had |
| someone how they are, you actually care what | | | | an affect on this one customer. And that it |
| they say in return. You look at the person | | | | mattered. That's customer service. |
| deeper, and the conversation transforms from | | | | Are you ready to make a list? What are your |
| small talk to a moment of depth. | | | | one hundred things? Email me at and let me know |
| It's a wonderful paradox that self care can be the | | | | which one you're going to do. I'll let you know |
| best thing you can do for your customer. I'm not | | | | which one of mine I'll be doing, and we'll improve |
| suggesting that you throw your papers during a | | | | customer service one joyful moment at a time. |