Is Your Company Really Recognizing Performance
To feel valued, to know, even if only once in a while, that you can do a job well is an absolutely marvelous feeling. – Barbara Walters
Marni and Cecile at WestJet
I’ve been on a lot of flights lately and have been lucky to experience exceptional customer service. It doesn’t happen often but when it does, it’s my duty to expose the performance and make the experience real.
Last week I was on a WestJet flight from Montreal to Toronto and was greeted by Marni and Cecile, the WestJet cabin crew. From the first hello, I felt that this flight would be different. They were attentive, friendly, and witty. So much so that it made me stop and take notice. It was obvious. Their focus was on making this flight enjoyable and safe for their passengers. I wanted them to know that I noticed and that I appreciated their focus on me.
When it was my turn, Marni asked me what I would like, I said, “I would like to know who I could talk to about your outstanding customer service.” She was surprised that I would think that her normal, everyday actions could be considered “outstanding”. I explained that my mission was to expose exceptional customer service. During the next 30 minutes Marni, Cecile and I became fast friends and the flight was that much more enjoyable. I am holding the business card of the Sales Super Center at WestJet and will let them know about their Super Cabin Crew.
It’s time to Be Real
Each one of us has the responsibility to expose exceptional performance. Every action, behavior, and attitude done with focus and intention deserves to be exposed. This recognition makes our jobs real and creates connections and conversations built on trust and respect. People need to know that those who work at your company notice the things that get done. People need to know what it means to feel real recognition.
What actions, behaviors, and attitudes are you going to start recognizing at your company today?
