Last week I received a very insightful email in response to the email that we sent out about delivering VIP service. Juliet Ridgeway is an amazing entrepreneur and I count her as a close friend. So when I received this email it really helped me gain perspective. Here’s what she said:
Beth,
I was reading your article the other day about VIP service. I don’t know if I am atypical or if you are, but I did not identify with your perspective and it made me wonder how many others may have responded as I did. What I mean is, I have never sat in First Class on an airplane. I have flown many times, nowhere near what you do, but I have never had the pleasure of First Class. A friend once shared a pass to the admirals club with me, or I would never have been in one of those either.
I am just wondering, if there are people out there like me, who don’t identify with the kind of service that you explained, how would they know how to give it. I recognize the kind of service you are talking about, I was raised in a wealthy family; and I have had VIP service, but how many people never have. Just something to ponder, and I wanted to share.
Love you!!!
Juliet
My mind went crazy. Honestly I got all excited and began to envision a training opportunity where we take ½ of the trainees and let them be guests and take the other ½ and have them deliver the VIP service. It opens the door for amazing conversation about what they THINK, VIP service, is all about. How would you know you received VIP treatment if you’ve never had anything to compare it to? It’s brilliant! Potentially, we are trying to teach our staff something that is so foreign to them that they can’t even imagine what we are talking about, or their level of VIP treatment is not anything close to what we think VIP treatment is all about. We have to define it, and then teach it!
Anyway, look for some awesome guest service training in the coming months! I know I’ll have the opportunity to try out my theory with a guest service team soon. If you do something like I’m suggesting above, would you please post on our blog or our Facebook and let us know your results?
Juliet, your email reminded me of a Dorothy Law Nolte poster that mom had hanging in our kitchen when I was a kid. I think this poem is right on for children, employees, adults, and well, everyone pretty much. What are our guest service people learning? How are we teaching them? Have a great Wednesday!
Children Learn What They Live
By Dorothy Law Nolte
If children live with criticism,
They learn to condemn.
If children live with hostility,
They learn to fight.
If children live with ridicule,
They learn to be shy.
If children live with shame,
They learn to feel guilty.
If children live with encouragement,
They learn confidence.
If children live with tolerance,
They learn to be patient.
If children live with praise,
They learn to appreciate.
If children live with acceptance,
They learn to love.
If children live with approval,
They learn to like themselves.
If children live with honesty,
They learn truthfulness.
If children live with security,
They learn to have faith in themselves and others.
If children live with friendliness,
They learn the world is a nice place in which to live.
Copyright © 1972/1975 by Dorothy Law Nolte
