You’re Enough
I have been researching and writing all week at Wheaton College at the Marion E. Wade Center in Wheaton, Illinois. I’ve been staying in Naperville, Illinois at the Hotel Indigo Naperville, which is the inspiration for this post. This hotel truly understands the customer experience. From checkin to the comping of meals and drinks to preferred parking this place has treated me better than I deserve. This hotel deserves ⭐️⭐️⭐️⭐️⭐️s!
This morning when I walked into Indigo’s Plank Bar & Kitchen the servers who had taken care of me all week already had coffee and tomato juice waiting on me. I asked what they would have done if I had switched to orange juice. They said they would have cried. This is just one example of the customer experience being provided here. It might seem trivial that I am excited about tomato juice and being acknowledge by name (if you recall there was a guy named Norm who thought that was cool), but these are so important to belonging. As a founder of a professional service firm, I understand that the customer experience is no trivial matter.
I was then asked if there would be anyone joining me, or just me like other mornings. I said just me and my server smiled and said, “You’re enough.” With a funny look on my face, I said, “Many would agree with you.” She said, “No. No. I meant that as a positive compliment.” Of course, I had to think about that phrase, which I guess could be taken negatively, but think about being told “You’re enough.” That’s pretty amazing. I found myself reflecting on all the great people in my life who are “enough.”
I get that the phrase “You’re enough” can be interpreted in several meaningful ways. Each of those ways is very personal and carries its own depth and resonance. Here are a few thoughts that come to mind:
- Self-Acceptance: It serves as a reminder that we don’t need to change who we are to be worthy. Embracing our true self—flaws and all—can foster a sense of confidence and contentment.
- Reassurance: In moments of doubt or insecurity, hearing “You’re enough” can be comforting. It reassures us that we are sufficient for the challenges we face and that our efforts have value. We need to remember to give others this same reassurance. Maybe we need to say “You’re enough” more often.
- Limiting Comparisons: This phrase encourages us to stop comparing ourselves to others. Recognizing that everyone has their unique strengths and weaknesses can help alleviate feelings of inadequacy.
- Encouragement for Growth: It suggests that while striving for improvement is valuable, it’s important to acknowledge our current self as worthy. We can pursue growth without feeling that we must first become “more” to be deserving of love and respect. We particularly need to help our young people understand this.
- Emotional Support: This phrase can also come from a place of empathy and support, reminding us that we are valued by others regardless of our accomplishments or failures.
- Mindfulness: It encourages a focus on the present moment. Accepting ourselves as enough can lead to a more mindful approach to life, promoting a sense of peace and gratitude.
- Foundation for Relationships: Recognizing that we are enough can enhance our relationships by allowing us to connect authentically with others, rather than seeking validation through them.
Each interpretation carries profound implications for personal growth and emotional well-being. Did any of these resonate with you? Remember: you’re enough!
I Want Everyone To Know My Name!
We all know that knowing someone’s name and using it during interactions can create a more personalized and positive customer experience. This was also very important to me when I was teaching. Anyone who I have worked with as a facilitator will tell you that I take great pains to make sure I know names and most importantly pronounce them correctly. Pronouncing names correctly is a huge show of respect.
Knowing a person’s name shows that you are paying attention and acknowledging them as an individual, making them feel valued and appreciated. Using someone’s name can also help build rapport and establish a connection, leading to better communication and ultimately a stronger relationship.
I had this modeled for me perfectly this morning by my driver from Oxford to London Heathrow International Airport. We had a lively discussion on the one hour drive and it made me feel so engaged and valued as he continued to use my name. I was so engaged that I had him pronounce his name for me so I could reciprocate in kind. I have always been impressed with everything about Blacklane chauffeur service and always use them, when they are available where I am traveling. In my University of Oxford studies on professional service firms we discuss the customer experience at length and how important the human element is. Blacklane gets this and walks the walk.
As I write this I am reminded of the Cheers theme song (Where Everybody Knows Your Name):
Making your way in the world today takes everything you’ve got.
Taking a break from all your worries, sure would help a lot.
Wouldn’t you like to get away?
Sometimes you want to goWhere everybody knows your name, and they’re always glad you came.
You wanna be where you can see,
our troubles are all the same
You wanna be where everybody knows your name.You wanna go where people know,
people are all the same,
You wanna go where everybody knows your name.
Making our way in today’s world does take a lot. I’m glad that Mubashir Hussain took the time to know my name. He enabled a sense of belonging during our short trip together. Is knowing and using names a key part of your customer experience?
Leading Extraordinary and Memorable Customer Experiences
I am reading my good friend, Dr. Joseph Michelli’s latest book, Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business right now. It is awesome! This book is truly where leadership meets the customer experience. Leadership really is about the customer experience. I became a better leader and educator when I started reading Michelli’s books and got to know him. By the way: I’ve read all his books. This book has one thing in common with all the others – it is taking me to another level.
I just wrote a blog post this past weekend about having favorite places to go in Finding New Favorites. What makes favorites? The customer experience! What makes the customer experience? The people!
As Dr. Michelli asks:
- Do you consistently deliver extraordinary customer experiences?
- Do you consistently deliver memorable customer experiences?
No matter what we do, we need to be able to answer “Yes” to these questions. Once I figured that out, I became a better leader. Tonight I am on the road working with schools in southern Indiana. While staying in Jeffersonville, Indiana I have a favorite place that I like to get dinner that is right next to my hotel, Rapid Fired Pizza. Why do I go there? Addison! All day I was hoping Addison would be there to make my garden salad. She is super friendly, remembers what I like and adds extra cucumber and green onions, because they are my favorite. No matter how busy they are, she always takes her time to get it right. Yes, Rapid Fired Pizza has great products, but the customer experience that Addison provides has made this a favorite. Addison has, what is called in the book, the “service gene.”
THE WORD SPREAD
“Pizza lovers told their friends about us. Growing by popular demand, you’ll now find us serving amazing pizza in 25 towns and cities across the US.” ~ Rapid Fired Pizza
I recommend Rapid Fired to everyone. Here’s how I answer The Ultimate Question: I am “extremely likely” to recommend Rapid Fired Pizza to a friend or colleague. It is recommended in Michelli’s book that this is the only Net Promoter Score (NPS) question we need to ask. If you want to know more, and I hope you do – read Customer Magic – The Macquarie Way: How to Reimagine Customer Experience to Transform Your Business. Michelli told us, “Some 34 years and 12 books later, leaders clearly understand that customer experiences create brand differentiation, repeat business and positive word-of-mouth” (p. 89). Addison certainly understands this and is certainly differentiating Rapid Fire Pizza, gained me as a repeat customer, and has me for a recommendation.
Social Courtesy Part 2
Yesterday, inspired by Dr. Joseph Michelli’s great video “What If More People Returned Their Grocery Carts?”, I wrote Social Courtesy. In that post I promised a part two today, so here it is. As I watched two ships passing this morning I was reminded not to be like those characterized by Henry Wadsworth Longfellow. We need enhanced relationships that are more than just speaking in passing. We need deep conversations and actions, like returning our carts, that lead to us caring for one another. Everything we do affects everyone else in some way.
“Ships that pass in the night, and speak each other in passing, only a signal shown, and a distant voice in the darkness; So on the ocean of life, we pass and speak one another, only a look and a voice, then darkness again and a silence.” ~ Henry Wadsworth Longfellow
Practicing social courtesy can greatly improve our interactions and the overall well-being of society. When we treat others with respect, kindness, and consideration, it creates a positive and harmonious environment. Here are some reasons why the world would be a better place if we all practiced social courtesy:
- Enhanced Relationships: Social courtesy promotes better communication and understanding between individuals. It fosters empathy, patience, and active listening, which are essential for building strong and meaningful relationships.
- Reduced Conflict: By practicing social courtesy, we can minimize misunderstandings, conflicts, and unnecessary arguments. It helps us navigate differences and disagreements with grace and understanding, leading to more peaceful resolutions.
- Improved Mental Health: Social courtesy contributes to improved mental well-being for both ourselves and others. Treating others with kindness and empathy creates a supportive and positive atmosphere, reducing stress and promoting a sense of belonging.
- Increased Cooperation: When people practice social courtesy, it encourages cooperation and teamwork. By valuing the opinions and ideas of others, we foster an inclusive environment where collaboration and innovation can flourish.
- Positive Impact on Society: Social courtesy sets a positive example for others to follow. It creates a ripple effect, inspiring kindness, compassion, and good manners in others. Small acts of courtesy can have a big impact on creating a more inclusive and caring society.
- Respectful Diversity: Practicing social courtesy allows us to appreciate and celebrate the diversity of cultures, backgrounds, and perspectives. By fostering an inclusive environment, we can learn from each other, grow together, and create a more harmonious global community.
In summary, embracing social courtesy promotes healthy and positive interactions, reduces conflict, improves mental well-being, encourages cooperation, creates a positive impact on society, and cultivates respect for diversity. Together, these factors contribute to making the world a better and more empathetic place to live.
Social Courtesy
My friend and great customer experience expert (and you all know I do not use the term “expert” lightly), Dr. Joseph Michelli, recently did a video “What If More People Returned Their Grocery Carts?” You need to watch it – it is great and will make you think. By the way, I do that and the businesses always seem pleasantly surprised when I bring the cart back in. My wife always grabs a cart in the parking lot when she is going into the store. I am spending my morning study time contemplating about “social courtesy”. The term “social courtesy” has been used for a long time to refer to the practice of showing politeness, respect, and consideration towards others in social situations. In my most recent course work with The University of Oxford Saïd Business School on leading Professional Service Firms we spent quite a bit of time contemplating the customer experience, so this was top of mind to me. I am working very hard to keep that customer experience top of mind, always. I’ve gathered some reflections here this morning and will have a part two tomorrow.
Practicing social courtesy improves the customer experience in several ways. Firstly, it creates a positive and welcoming atmosphere, making customers feel valued and appreciated. This can lead to increased customer satisfaction and loyalty.
Secondly, social courtesy helps to build trust and rapport between customers and businesses. When customers feel respected and treated well, they are more likely to trust the company and its products or services.
Additionally, practicing social courtesy can help resolve conflicts or issues in a more constructive manner. By approaching situations with empathy, understanding, and clear communication, both parties can work towards finding a mutually beneficial resolution.
Overall, social courtesy plays a crucial role in creating a pleasant and enjoyable customer experience, fostering positive relationships, and promoting a harmonious environment for all involved. In other words, if we all worked harder at it the world just might be a better place. Thanks Joseph for the reminder.
Smiles For All Your Miles
As a friend, student, and fan of Dr. Joseph Michelli and all his books, I understand the importance of the customer experience. I was reminded of this when I stopped at Buc-ee’s yesterday. For those not familiar, it is a humongous gas station/convenience store/outlet mall (with Buc-ee’s brands) all rolled into one. It is an experience! Founded in 1982, the mission is pretty simple: to provide a clean and friendly in-store experience. In fact, if you haven’t been, you need to go, just to experience the award winning bathrooms. Yes, you read that right – award winning. In 2012, Cintas, a corporate supplier to the service industry, named the New Braunfels, Texas Buc-ee’s location the winner of a nationwide restroom contest. You can read about it here.
In Exactly What We Aim For I quoted Michelli stating, “…I believe that even greater customer value comes from moving from services to experiences (rather than from products to services).” Buc-ee’s understands that the experience is everything. The co-founders Arch (“Beaver”) Aplin and Don Wasek set out to make these extravaganzas the very best in the world. They had a pretty simple strategy statement: “To have the cleanest restrooms.” Think about it, isn’t that all we really want when traveling? When exiting for a pit stop, I have heard my family more than once say, “Pick the place that looks like it will have the cleanest restrooms.” With the Buc-ee’s experience, we know it will be them.
They have even made the billboards along the interstate part of the experience. When 212 miles away you are seeing a billboard telling you that you can stop at Buc-ee’s in, well, 212 miles. Then, when you leave and get back on the interstate, the first billboard you see says, “Until We Meet Again – 165 miles” (see photo). Again, part of the experience. The other thing is, you won’t have to deal with 18 wheelers – not allowed. Every fuel pump, of which there are over 100, has both diesel and regular. The Buc-ee’s I was at even featured ethanol-free fuel and DEF. And, if you need it, they’ve got it! They have (and most of it, their own brand) souvenirs, food, snacks, clothing, hunting gear, college wear (although they were missing the Purdue stuff!), and my favorite – a jerky wall.
When you go on Buc-ee’s website and look under employment, they say, “We believe our store should be clean. We believe our staff should be friendly. We believe our prices should be low. If you believe what we believe, come join the Buc-ee’s team!” Then they ask, “Do you believe what we believe?” If that is not customer experience driven, I am not sure what is. As a person whose life-work is supporting education, I wish every young person could have the experience of learning from this business. Check out the photo of the careers available and salaries. Students would certainly be learning leadership and the customer experience. Maybe the Buc-ee’s folks and I should talk! Next time you are on the interstate and see the Buc-ee’s billboards, start planning your incredible travel-stop experience.
Exactly What We Aim For
As I write this post I am in a hotel room in Louisville, Kentucky sitting in the comfy chair while my son sits at the desk finishing an animal science class assignment. I’m in Heaven! I get to spend time with my boy. He drove over from Murray State University and I came from home to meet here for the weekend at the National Farm Machinery Show. He’s now a junior, but it’s still rough on me having him six hours from home. Before he left for college we did everything together. Now, when we get a weekend like this it is very special. I’m telling you all this to make the point that everything we do this weekend becomes part of the memory.
So, the experience matters! While in Louisville we are customers. And, as my friend Joseph Michelli would remind me, it is all about the customer experience. I try to find and read everything he writes because his insights help me grow personally and professionally. In a blog post entitled “It’s Not What You Value | Team Member and Customer Value” he wrote:
“…I believe that even greater customer value comes from moving from services to experiences (rather than from products to services).”
I love this idea of moving to experiences. I’ve always tried to make my gatherings (what most call workshops and professional development sessions) like a KISS concert – an experience. Tonight, my son and I had an experience! We went to Churchill Downs and ate at Matt Winn’s Steakhouse. To learn who Colonel Matt Winn was, click here.
Our experience started as soon as we parked at Churchill Downs. Actually, let’s back up. The experience started shortly after I made our reservation when I got an email explaining what gate to go in, where to park, and that someone would meet us to take us to the restaurant. Everything was exactly as outlined. We were picked up in a golf cart and driven through hallowed Churchill Downs to the red carpet. We walked through jockey statues painted in the silks of major race winners. Of course we stopped and took a selfie with the representative of the Kentucky Derby winner. Then it was up to the sixth floor. We were treated to tableside service and incredible food, all while overlooking the historic Churchill Downs Racetrack.
Then before the dessert cart we were asked if we would like to go out on the veranda and enjoy the view. So, we did! We actually stayed out there for an hour and visited with other exhibitors and attendees of the National Farm Machinery Show. After three hours and forty-six minutes we were finishing up our experience, umm, dinner. My son then made a profound comment to our server, “This is so much more than what I anticipated!” And our incredible server replied with the comment that affirms all of Joseph Michelli’s teaching, “That’s exactly what we aim for.” Giving people more than they anticipate. That’s a huge part of the customer experience.
Here’s the deal, the food (product) was incredible. In fact, after the deviled egg appetizer my son said he would never eat another because no deviled egg could ever compare again. The physical atmosphere was awesome. Those to me were the easy things. It was the people that made the experience. We knew our server so well by the end of our experience that we wanted our picture taken with her. She and all the other incredible people made the experience more than what we anticipated. Matt Winn’s will become an annual tradition for us. It’s an experience my son and I will not forget and a memory we will always cherish. This was a perfect reminder of just how important the experience we give others is.
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