Exceeding Expectations

There was a great story I heard today on exceeding expectations. There was a conference being held in a Singapore Hotel last fall for customer service personnel. The timing of this conference was during the baseball World Series between the St. Louis Cardinals and the Boston Red Sox.

Many of the corporate presenters were from Boston and even though a World Series had not been won by Boston in 86 years, enthusiasm was high. Singapore is twelve plus hours ahead of Boston. So any game starting at 5:00pm Boston time would mean a 5:00am start the next morning in Singapore.

The hotel manager was asked if they could set up a television for viewing to which he agreed. When the time came, a large television, some chairs and snacks were available. The games tended to run into the conference times so on the third day, the manager was asked if the hotel could tape the game for viewing later.

That evening, the hotel manager indicated to go to a large room on the second floor in order to watch the taped game. Expecting the same television, to everyone’s delight, a very large screen television, couch and chairs were set up. There were hot dogs and hamburgers, sodas, pretzels and all of the food one would expect in a ballpark. The hotel had gone so far as to hang pennants all around the room with pictures of all the ball players.

An expectation far exceeded which resulted in some very happy people. At least the Boston folks were happy. So how does this translate into something more. One of the people attending the Singapore Hotel World Series party was a senior vice-president. He was so impressed with this level of customer service, the next year’s conference for that area was agreed. This hotel had won the conference business for 500 people to be in attendance.

You too can go above and beyond. Do more then someone expects without expectation that reward will be immediate. Do more then someone expects and the long term impact will result in great things. Develop this idea as habit and you will see an increase in business or in your own job. Set a mark and out perform.

Impacting across continents

I'm back online after yesterday travelling overseas. I came in and out of many people's lives at points along the way. It was a process that didn't start out as I would expect and found myself trying to keep a good attitude. But through the final efforts of an airline employee, the entire trip was a pleasure.

So this trancends into my attitude extending out to those within my contact. A gesture of kindness to others that may be in stress to ease their day as well. So my week begins in a positive way and I will project this to those I'm speaking to.

There will be more to say as the week goes on as many different languages will be spoken here. But the core belief of attitude and positive impartation to people is global. You can have the same effect on anyone. It is within you to have a good thing to say or do for another person at your place of business or externally in your personal life.

I also wanted to comment that there are many I've run in to today that do remember our 9/11 tragedy. They do remember the anguish felt by so many and the loss of loved ones. Events can have a global impact and so can you.

Painting by Caravaggio - Italian Baroque Era Painter, ca.1571-1610.

 

Life Among Doubting Thomas

The days go by showing people by example your thoughts, words and actions. And in those same days you have the doubters. Like Thomas from Biblical times, quoting from Dr. Ralph F. Wilson, "...but Thomas is a pessimist. Some people rejoice to see a glass half full, but Thomas sees it half empty. Oh, he's full courage, but also possesses a streak of fatalism. Once, when Jesus and his disciples hear about their friend Lazarus's death near Jerusalem, the center of Jesus' opposition, Thomas comments darkly, "Yes, let's go there that we might die with him."

The full article is at LeadershipU (http://www.leaderu.com/theology/doubting_thomas.html) if interested in learning more about Thomas and his story.

But to the point, you will have those that simply can not fathom having a positive outlook on life. They will fail to see the possibilities that change in attitude can produce better outcomes in their life. So it is with your living by example and the outcomes it provides that they will believe.

Next week I am presenting at a conference of technical support professionals. It is another chance to impact the lives of others. Showing them the positive side of the job and their lives will translate them into better people in their own lives and in their jobs. As I travel, I'll have the ability to impact those I encounter along the way. So see, even with the 'doubting Thomas' mentality that some possess, you have the ability to effect change in their lives.

Have a great weekend!