i'm lovin' it

I was once told it would be a bad decision for me to pursue a career path of an Area Director role because I was "better suited" as a Service Manager.  

At the time, I wanted to justify all kinds of reasons why I "deserved" an Area position like boasting about my math skills, that I got an 88 in Financial Accounting at the University of Guelph. 

(Not bragging.   I also failed Chemistry the same semester)

(I mean honestly, what does Chem have to do with Hospitality anyways)  

Anyways, I know how to read a P&L statement and how to create an "Austerity Plan", cut costs and create a Mission, Vision and Values set of statements and direction.  I could lead a task force committee on pretty much anything, so why the limitations to Service?

As time goes on, and I am blessed to experience the opportunity to work for multiple organizations, I am realizing that perhaps what I have to offer and recognize isn't "just" a Service mindset, perhaps it's "the" Service mindset, the difference maker to a successful organization and retaining employees.

***

I moved into a new place fairly recently and one of the most painful processes known to man is transitioning your utilities.

I wish I could share that "Today Just got Better" (Bell's company slogan) is how I felt after they set up my new internet lines, but it is anything but.

Today just got more frustrating.

Today is exactly like I expected.

Today is highly irritating.

Today definitely did not "get better" with their arrival.

I got a text message the day after Bell "set up" my internet lines from my lovely neighbours who's internet was disconnected the same day mine was set up.  

My intercom line to let people into the building was also disconnected.

Great start, but not as much of a gem as getting it corrected.

After being on hold for 47 minutes, I reach a technician who states someone will need to be dispatched. 

Are you available between 3-5 tomorrow afternoon?

Yes, I am.

Terrific - a technician will be there between 3-5 tomorrow.

Perfect.   I'm on a video call until 2pm so I will not be able to let them in earlier than this.

Yes ma'am.   Between 3-5.

Perfect.

15 minutes after I hang up the phone, I receive an automated voice mail.

Thank you for choosing Bell Canada.   A technician will be on site tomorrow between 1-5pm to attend to your service call.   If there are any concerns with this timing, please contact 310-BELL.

You have to be kidding me.  

2nd call to Bell.

I'm sorry Ma'am.   We don't actually do two hour timeframes.   There are only two timeslots - the am or the pm.

I reschedule my entire afternoon so that I am available between 1-5pm.

No technician arrives.

I'm beyond annoyed and have to call back to Bell for the 3rd time.

I'm sorry ma'am.   The technician says that he was there and there was no answer.

THERE WAS NO ANSWER BECAUSE HE WAS THERE TO FIX THE INTERCOM.   

IT ISN'T WORKING.  

These are real, live people - and this just honestly makes me shake my head.

I have learned that Service is not second nature, but more importantly, what a deeply ingrained core value it is to me.

***

"You can do it.   We can help." - Home Depot

If you are in the store, yes.   If you are going for curbside pick-up, pack a sandwich and a carafe of coffee.   They ain't nailed the process down just yet.

(side note - what they need is a "Service Ambassador" that walks up and down the sidewalk and works with the team inside to ensure that the pick-ups are being handled as quickly as possible and there are eyes on everyone in the lot and how long they have waited.)

"The World On Time" - FedEX

Unless the driver wants to get home at 5:30pm and doesn't feel like pressing the intercom button to see if you are home.   Then the world is not on time.   Then the world finds a door tag in the main lobby and has to drive 15 minutes in rush hour to pick up their package.   

World.   Not.  On.  Time.

***

I was supposed to have a flu shot this week.   (Not looking for anti-vax'er comments here.) 

Sadly, I have had a sore throat for 3 days.   (Please pray to the COVID Gods that I'm not heading there.)

If you answer "yes" to sore throat on the pre-COVID screen for pretty much any activity you want to currently do, you are out.

But why do we have to be so cold?!

"Please reschedule your appointment".

Why can't we say something like - 

"I'm so sorry to hear you are a bit under the weather.   Our COVID measures are extremely tight at the moment and while we would love to make sure you get your flu shot, the office safety has to come first.   Feel free to reply to this email to reschedule or call in to make a new appointment - whatever is most convenient for you."

Why can't we send every single message with the intention of serving others and connecting in an appreciative way?

***

I haven't always known Service was a key value of mine.  In fact, I only just recently figured it out both personally and professionally, even though I've been recognized for it and always been a "Service Manager" in one form or another, whether that be serving employees in HR or clients/guests/customers in any industry.

In fact, the whole topic of values is something that I've only really just dug into.   

(Plug to Jay Shetty here for his new book Think Like A Monk - really, really made me analyze my values).

I had a list of 5 values I "thought" were my values, only to discover that I was actually wrong.

I have learned that Service was one of my key values through reflection on the situations with Bell and FedEX (amongst others) that fired me up and set off all my anger buttons, but I also learned how to analyze it from a colleague of mine I recently worked with.

Here's what happened.

***

In a virtual environment, (Zoom, WebEX) - it requires intention to try and create connections with the students you are teaching.   If cameras aren't on, it's difficult to register if everyone is paying attention and engaged or if they are texting their friends about what they are going to do later on that day.

I keep very close awareness to the roughly 25 students we have at a time and who is answering questions, providing feedback in the chat box or turning on and off their cameras.

During one break out session where the groups went off into pairs, one partner chose "Exit Break out" and came back to the main room.

In the chat box, she shared that her partner wasn't participating so there was no point continuing the discussion.

I give the benefit of the doubt (to a fault) and thought it might have been a technology issue that prevented the one student from contributing.

At the end of the morning, I asked the student (who failed to participate) to stay behind so we could troubleshoot her technology.   I unmuted her line so she would be able to speak.

Two seconds later, she muted the line.

Hmmm... that was weird.   I thought she didn't have functionality.

I unmuted the line.

She remuted it.

Okay, now I'm annoyed.

I verbally say "hey (xxx), I am hoping you could stay back for a few minutes while we trouble shoot your audio".

She hangs up.

Leaves the conference.

I'm seriously lit up.

My partner, who I'm working the session with, says to me "How interesting.   I'm not as bothered by this.   What value of yours is being tested by this situation?"

At the time, I didn't really answer or think too much about it, but that evening I realized that the value was Connection.

I need to connect to every student in the class.

The button that was pushed for me by her blatant disinterest in participation was Connection.  I wasn't able to reach her and I was so frustrated.   In a real life classroom, we could pull a student aside, but in a virtual space we were not able to do that.

The learning for me went beyond this one moment in class and challenged me to better understand all of my values.

What else sets me off and what are the underlying values beneath those buttons being pushed?

***

I cannot stand if someone is b's-ing me or is obviously fake or putting on a show.

Authenticity.

I cannot stand poor service or even good service.   I value every time someone goes the extra mile and every detail down to the farm to table ingredients in a dish.

Both Quality and Service.

It is really important for me to connect with others.

Connection.

If it is the end of the work day and you send me something due tomorrow morning, I will lose my marbles.   

Planning, Preparation or Organization.

(Favourite professional line that I would never be brave enough to say directly - 

"Your failure to plan does not constitute an emergency on my end.")

Naturally, my value of Service means I end up doing the work - but man, I'm not happy about it at all.

I reviewed a Powerpoint deck with my Boss this week and my notes sounded like this.   "Slide 4 has an icon and no capital letters.   Slide 8 has bold print.   Slide 11 does not.   They should all be the same."

Consistency.   

(Some would argue Neurotic.)

As I start to reflect on my experiences, I start to see that decisions I've made that match my values hold a positive payoff.   When my values are challenged, it causes internal conflict or secret little tantrums screaming at me loudly.   It may show in the form of a headache, stomach ache, fatigue or exhaustion or many other ailments - but my body knows when I am in or out of alignment if I pay attention and choose to listen.

That one student two weeks ago has taught me more than she will ever know (and there were reasons for her disengagement).  But her behaviour and actions taught me some of my own values and for that lesson, I am very grateful.

***

I am currently a Learning & Development Consultant for McDonald's Canada corporate office in Toronto.

A few weeks ago, we were asked to fill in a survey that asked us about our favourite treats.  

Mid-way through our Team Meeting today, there was a knock at my door and FedEX dropped a box outside.  (McDonald's must pay extra to get things delivered on time and actually to the door) 

Our meeting finished and I opened the box that had arrived, not thinking anything of it.

Inside the box, there was a bottle of wine (Chilean red - thank you very much), a sea salt dark chocolate Lindt bar (right down to the name brand, they got this right), a bag of plain Ruffles chips (I'm sure those will serve a purpose of gluttony when I feel like indulging), a Bath and Body works 3 wick candle, personalized cards from the leaders I report to and a few other random treats.

That, my dear friends, is SERVICE.

That is so many values all wrapped up into one pleasant surprise, that I have to share credit to it and say that I'm so continually impressed by the People Leadership I witness.   

Respect and Value for the team and Service for each individual - with attention and care, delivering unexpected, amazing moments.  

I feel exceptionally lucky to be part of this group and yep, I never thought I'd say these words for the second time in my career, but  i'm lovin' it.

***

Harmony is also a key value of mine and I will desperately avoid conflict at every given opportunity, now and likely forever in the future.  

Except in one area - and that area is Service.

I will fight to the mattresses** to argue that the focus should be on service, not numbers.

Service drives the numbers.

Period.

In a world dominated by consumer choice, price wars and purchasing power, exceptional service is the one thing that will set us apart.

And it's a value I've learned to honour being associated beside my name.

**(p.s. Please note that my reference to "fight to the mattresses" is not from watching "The Godfather" itself.   It's from "You've Got Mail" with Meg Ryan and Tom Hanks.   I'm more rom-com than boy-dram.)

(p.p.s.   My p.s. is of zero reference to Values or Service, which is what this post is all about and literally is just useless trivia.)