Everything that could go wrong, did go wrong. Delayed flights, presentation materials in shipping purgatory, and more…much more.
As a brief background, I was traveling to a couple of cities, giving a presentation on eradicating miscommunication. My next stop was Atlanta, and my stay was at the Marriott. As much as I would have LOVED it, getting to my room, kicking off my shoes, and relaxing after an onslaught of challenges was not my top priority. First things first, I had to check in and get my copies.
Copies…of the presentation materials that were not going to arrive on time. A Hail Mary throw had my assistant calling the Marriott front desk to see if they could be printed there. At this point, we were beyond a nice, glossy workbook. Black and white prints stacked in a pile would be GREAT!
Enter—Jeffrey.
He answered the phone, and my assistant briefly and urgently explained our situation and what we needed. His answer was, consistently and calmly, “Yes ma’am.” His easy style left my assistant with the impression that Jeffrey was choosing to say YES in the moment, but she wasn’t confident he was clear on what to do. She just felt his attitude was going to be the difference maker.
This proved to be so right.
My plane touched down in Atlanta and I grabbed an Uber. Then, dragging my luggage along, I entered the Marriott lobby. As I waited in line, my mindset was cautiously optimistic. I was hopeful that my copies would be ready and my day of when it rains it pours would be over.
Jeffrey made eye contact and acknowledged me with…this huge smile. I mean, scroll back up and look at that smile. Wait! No. Here it is again below.
Such a bright, genuine smile. It was already a very warming experience.
That was the first outstanding thing about Jeffrey. The next was his can-do attitude.
Our conversation began with confusion. I assumed he knew who I was based on my assistant’s call. But when I asked for the copies, he thought I was asking for coffee. He was quick to assure me that, yes, I can absolutely have some coffee. Then he asked if I wanted cream.
Ah.
The awesome thing was, once Jeffrey realized who I was and what I needed, his easygoing demeanor did not change. A cup of coffee or 20 printed copies made no difference to him. He still offered that can-do attitude.
Together, we figured out how to get the print job started. Jeffrey said he was unsure how long it would take, so I should go ahead and get settled in my room. He would call me when it was ready.
Beyond that, I asked how much the printed copies would cost. He did not charge me, saying it was the least he could do after a clearly challenging day. Wow.
This is what I’m talkin’ about, friends!
We just don’t know what others are going through. Eye contact, a smile, and a YES mindset can make all the difference in someone’s life.
I also reflect on this moment as the customer. It takes both parties to do their part to have a meaningful exchange. Sure, I was having a day of when it rains it monsoons. But the choices I made coming into the conversation mattered as well.
That’s why relationships are not 50/50. They are 100/100. Assuming charitable intent. Seeking to understand. Because we don’t know what’s going on in another’s world. Maybe they’re having their version of a what can go wrong, will go wrong day.
It’s with gratitude and appreciation that I introduce you to Jeffrey…
