What does it take to create a memorable moment for the world you touch each day?
I was minding my own business yesterday, waiting in line for a sandwich at my favorite deli at Lunardi’s Market. Pamela, one of the ladies that always is smiling and engaging, welcomed me back to the store after spending time at the VICL Boat Show last week. After she made my sandwich she said she had something for me and asked me to wait just a moment. She went in the back of the store and came out with a DVD of the movie “Pay It Forward”.She asked that I watch the movie and return it to her the next time I came in for a sandwich. I thanked her for her thoughtfulness, and let her know I had already seen the movie. She asked me to please watch it again. It took the DVD from her and promised to return it.
So, I walked to the check out counter and Denise was there to ring me up. I fumbled around in my pockets and realized I had forgotten to put my wallet and money in my pants when I left the house. I embarrassingly let Denise know I had no money, but I told her I would go back home and get some cash if she would just keep the sandwich at her check out stand until I returned. She said, “No problem. I will pay for your sandwich today. Next time you’re in the store just pay me back.” I was blown over by her random act of kindness. I hurried home and came right back to the store to repay Denise.
It takes so little to create an unforgettable moment for our customers – whether they are charter guests, real estate clients, or just one of the retail stores on or off island. Just so you know, I have this experience all the time in the Caribbean. Maybe that is one of the reasons I love it so much down there, and keep coming back. My question today is, what are you doing to create unforgettable memories for the world in which you live? Please rent “Pay It Forward” and watch it. Also, click on “Johnny’s Story” right now in order to see “service above self” in action. Take a moment and send me some of your extraordinary customer service stories.
