Last month, Rosa Say asked people in her Ho’ohana community to step up this month and post on hospitality and customer service. Despite the fact my job, teaching, is primarily about customer service and making people feel comfortable, relaxed, and generally good, I stared at the request and thought, ‘But I have nothing to contribute to the conversation.’
Last week, Scott Ginsberg posted the following Qreativity note to his Facebook: Is your service philosophy so good … that other companies STEAL it?
I used to participate in a Renaissance recreation LARP (live-action roleplaying game). Toward the end of my time in the game, I ran the gate for one of the larger events, one that brought people from all over the country. It didn’t seem like a big deal at the time. People found out I was running the gate and volunteered to help me out. Our job was fairly easy: we greeted people as they came in, collected the entrance fee and all the appropriate releases and medical forms, and sent them on their way.
There was no shelter, so I acquired a portable gazebo that we set up for the gate crew to hide out in (It was March in South Texas.) We put a bunch of chairs inside the pavilion around the two tables. I had brought some water and snacks for the gate crew, and then others brought us more as the weekend wore on. Performers came up to practice in the quiet around the gate, which meant we had entertainment. Others just came up to visit me, and often ended up helping out. It was a calm, relaxed, fun weekend at that gate.
After the event, one of the women who had worked on the gate posted a message to a list for an in-game group we were both part of. She was part of a small group that ran a much smaller event in her area of the country, and she was praising me for how I ran my gate. In fact, she was planning to steal what she saw and implement it at her own event.
I was flabbergasted. As far as I knew, we’d just sat there, processed people in to the event, snacked, chatted, and generally had fun while we worked. I asked her what specifically she would be stealing, and she said it was all about my organization and the spirit I cultivated around the gate by including food and encouraging people to come visit and entertain us. By doing so little, I’d made the gate crew, the first people seen at the event, a lively, efficient bunch.
Sometimes, providing good service is as simple as taking care of those who are supposed to be providing the service.