If you can’t say anything nice, don’t say anything at all. But if you can say something nice, DO IT! Lisa Ryan

It was my mother’s 70th birthday and we drove to Atlanta (twelve hours) to spend it with her. In my “ideal perfect world,” I knew I wanted to spend the day at the spa with my mom. However, due to my conference schedule, I did not have time to schedule 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 spa appointments on the same day. She was on the phone early Saturday, calling different spas and telling the receptionist what she wanted. Most of them practically laughed in my face, “Honey, we’re all booked up until the end of next month,” was the general attitude.

Finally, in desperation, she said out loud, “I need a spa and I need it NOW!” The next website she came up with was a spa in my mother’s town. Her website wasn’t impressive and I wouldn’t have chosen it if I wasn’t desperate. I called the number and Silvia answered the phone.

I said, “Today is my mom’s 70th birthday and I’d like to take her to the spa.” Silvia responded, “We just had a cancellation, we’d love to create the perfect day for your mom.” I said, “Well, I’d like to go with her, can you make two dates?” She said, “Of course we can.” I really wanted two facials, but because of the technicians they had working that day, we would have to have a facial and a 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, can we 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 in the car and headed to our appointments.

Silvia met us at the door and took us to the “Relaxation Room”. She directed my mother to a chair that already had a birthday balloon tied and a card ready for her, signed by her staff. She took off our shoes and put our feet on the lounger. 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 of assorted goodies: grapes, cheese, crackers, cookies, and chocolate. As she offered her tray to my mother, she said, “It is my pleasure and honor to serve you.” She then prepared my tray and handed it to me the same way. Woof!

We didn’t carry our bag or put on or take off our shoes all day. The services went way beyond expectations and my mom said it was “the BEST birthday of my life”. Mission accomplished.

On the way to the car, my mother asked me, “Did you notice the bathroom?” I exclaimed: “YES!” Every time my mom or I used the bathroom, the trash can was empty. It was perfectly clean. The attention to detail was incredible 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 this have to do with your business?

one. Think about how your phone is answered. Do you treat “dumb questions” as if they really are ridiculous, or do you look for a “Yes, and” solution to make the situation work for you and your prospect? Smiling while answering the phone works. I could hear Silvia smiling through the phone.

two. When you provide a product or service, do you consider it an “honor” to be of service to your customers? Do you convey that in your tone of voice and come to your business from the place of a servant’s heart? When Silvia first said, “It is an honor and a privilege to serve you,” she had no doubt that she was serious.

3. What details are you missing? Is there something you can do that is so simple and so unexpected that it leaves an indelible impression? Silvia may have taken three seconds to get the paper towels out of the trash can between customers, but that little detail stood out above all else. She showed what an amazing experience they were able to create just by paying attention.

Take an inventory of your thoughts, words, feelings, and actions throughout the 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 server and the desire to take care of them in the best possible way, including the details.

have fun,

Lisa

Don’t underestimate the power of your thoughts, feelings and words, EVERYTHING you do leaves an impression, be it positive or negative.