I often think of topics and experiences I want to write and share. I spend a lot of time trying to get my thoughts in order and the words to come out right so the work will have insight, meaning, and the potential to change lives. I mean, this is for a Google review, after all. (I posted the 5-star review this morning)
"I had a great time at the DMV," said no one ever. Unless, they happen to choose the location in Grandview, MO. People were contently waiting and smiling. There were no heavy sighs or pacing. I would consider it a work culture of helpfulness and hospitality that led to this outcome. The Gatekeeper, Receptionist, Facilitator, Concierge, Fairy Godmother...I can't land on the right title for this lady named Jennifer. She didn't wait for folks to ask for help. She took all of us under her wing, made sure we had the correct paperwork, told us everything was going to be okay. Her co-workers behind the glass were also pleasant and helpful, no doubt because Jennifer creates an environment where everything runs smoothly from the start. I stopped at her desk on my way out and shared that her customer service skills are off the charts. She smiled, extended her hand, and introduced herself. What a gift she is to all that cross her path!
I have been considering why this experience was so significant for me. I generally have high expectations for customer service and hospitality, perhaps because I've made a living understanding and highlighting its importance. Excellence in these areas make people feel seen, heard, appreciated, accepted, and respected. I challenge us all to be more kind, more helpful, and more like Jennifer.
#customerservice
#hospitality
#culture
