If you can’t say anything nice, don’t say anything at all. But if you can say something nice – DO! Lisa Ryan
It was my mom’s 70th birthday and we drove down to Atlanta (twelve hours) to spend it with her. In my “ideal perfect world,” I knew that I wanted to spend the day at the spa with my mom. However, because of my speaking schedule, I did not have the time to actually book an appointment in advance.
If you’ve ever tried to book a spa appointment for a particular day, you know how difficult it can be, so imagine trying to book TWO same day spa appointments. I was on the phone early on Saturday, calling difference spas and telling the receptionist what I wanted. Most of them practically laughed in my face, “Honey, we are booked up through the end of next month,” was the general attitude.
Finally, in desperation, said out loud, “I need a spa and I need one NOW!” The next website that came up was a spa right in my mom’s town. Their website was unimpressive and I would not have chosen it if I was not desperate. I called the number and Silvia answered the phone.
I told her, “Today is my mom’s 70th birthday and I’d like to take her to the spa.” Silvia replied, “We just had a cancellation, we would love to create the perfect day for your mother.” I said, “Well, I’d like to come with her, can you do two appointments?” She said, “Of course we can.” I really wanted two facials, but because of the technicians that they had working that day, we would have to have one facial and one massage – no problem, massage for mom, facial for me (my favorite service anyway.)
Then Silvia said, “We can even provide both services for each of you.” I said, “Really, we can have BOTH a massage AND a facial???” By that time, Silvia had created such a high expectation for the day that I didn’t even ask the price, I just said, “Sign us up.” We got into the car and drove to our appointments.
Silvia greeted us at the door and brought us into the “Relaxation Room.” She directed my mother to a chair that already had a birthday balloon tied to it and a card ready for her, signed by the staff. She took off our shoes and put our feet up on the lounge chair. She then asked us what we would like to drink. We both ordered raspberry lemonade which she promptly provided. After handing us our drinks, she left and brought my mom a tray with assorted goodies – grapes, cheese, crackers, cookies and chocolate. As she offered my mother her tray, she said, “It is my pleasure and an honor to serve you.” She then put together my tray and handed it to me in the same fashion. Wow!
We did not carry our purse or take on or off our shoes all day. The services were far beyond expectation and my mom said it was “the BEST birthday ever.” Mission accomplished.
On the way out to the car, my mother asked me, “Did you notice the bathroom?” I exclaimed, “YES!” Every single time my mother or I used the restroom, the wastebasket had been emptied. It was perfectly clean. The attention to detail was amazing and by taking care of everything, Silvia and the rest of the team created a day that was in a word – Perfect.
What does all of this have to do with your business?
1. Think about how your phone is answered. Do you treat “silly questions” as if they truly are ridiculous, or do you look for a “Yes, and” solution to make the situation work for you and your potential client. Smiling while answering the phone works. I could hear Silvia smiling through the phone.
2. When you provide a product or service, do you consider it an “honor” to be of service to your clients? Do you convey that in your tone of voice and come at your business from the place of a servant heart? When Silvia first uttered, “It is my honor and a privilege to serve you,” I had no doubt in my mind that she meant every word.
3. What details are you missing? Is there something you can do that is so simple and yet so unexpected that it leaves an indelible impression? It may have taken Silvia three seconds to remove the paper towels from the waste basket between clients, yet that minor detail stood out above everything else. It showed what an amazing experience they were able to create just by paying attention.
Take inventory of your thoughts, words, feelings and actions as you go through your day. Your clients don’t need to know what kind of day you’re “really” having, all they need to do is experience the heart of a servant and the desire to take care of them in the best possible way – details included.
Have fun,
Lisa
Don’t underestimate the power of your thoughts, feelings and words, EVERYTHING you do makes an impression, whether it’s positive or negative.
