As the president of a company in the service industry, I am always a little anxious when a customer call escalates to me. Is someone less than 100% satisfied with our service? So, this was no different until the woman on the other line said, “This is the first time I’ve ever attended a game.” This customer went on to explain that, as a single working mother, it was all she could do to drop her son off then race frantically around town – to Walmart, Costco, & the grocery store – all the while praying that her son was not the last one at the ballpark when she returned to pick him up.
But tonight was different because a member of our team ran all of her personal errands while she was at work. So, for the very first time she was going to be seated in the stands watching her son’s game. I could hear the excitement in her voice as she called to thank me. It was almost as if she couldn’t believe that it was happening – a dream come true. As we both fought back the tears, I said, “Cheer loudly, because the games where he looks up in the stands and sees you yelling his name – Those are the games he will remember 30 years from now. Cheer loudly!”
What motivates you to do what you do for a living? I look forward to hearing from you.