A Sweet Lesson About Service
“Before I give a lecture, I meditate. In my meditation I always ask - How may I serve? How may I serve? How may I serve?”
- Dr. Wayne Dyer
Want to hear a cool story about outstanding creative service?
Several years ago I visited Costa Rica for a friend’s wedding. It was more like a vacation - a bunch of us flew down there early.
We stayed at La Mariposa, a gorgeous hotel set on a high bluff overlooking the Pacific.
My friends, the bride and groom, had asked me to perform a song at their beach ceremony (Peter Gabriel’s In Your Eyes). I rehearsed it like crazy for 2 months. (I’m not really a singer or a performer - but they heard me play it at a party and asked if I’d do it. I was horrified and honored. How could I say no?)
When the time came to fly to Costa Rica I didn’t want to lug my guitar with me. The bride said I could borrow one from her wedding band on the day of the ceremony.
So one bright morning while eating breakfast at La Mariposa four days before the wedding, a scary thought hit me that almost made me choke on my plantanas - Oh my God, I really need to keep practicing that song or I’m going to totally screw it up.
When the waiter arrived, I asked him (in my bad high school Spanish) if he knew where I might rent a guitar. He shook his head no and cleared my plates.
Three minutes later a stylish man approached my table and introduced himself.
“Hello Sir. I am the manager, Pablo. I understand you need a guitar?”
Whoa!
“Uh…yeah. I’m performing at the wedding and I need to practice a little.”
“No problem. Follow me.”
He led me outside the hotel complex to a palm-shaded house across the street. His house.
We went inside, and there, hanging on his living room wall, was a beautiful nylon-stringed guitar. He took it down and handed it to me. “Feel free to use it as long as you wish.”
It blew my mind that he would do that for me - someone he didn’t even know. I was very impressed and grateful. I practiced the song for the next few days (it sounded so nice with those nylon strings!) and performed it at the ceremony without making a fool of myself in front of 100 people.
After the wedding, when everyone left La Mariposa, I stayed a few more days and had a chance to hang with Pablo. I told him how impressed I was with his service.
He told me the lengths he goes through to please every guest. He said he once flew in rare orchids from South America just to please a picky bride’s mother. It drove him nuts, he said, searching for the exact flower she wanted. They only grew in like, three places around the world.
But he made it happen.
Meeting Pablo was a humbling experience. He made my own Customer Service Manager seem like Oscar the Grouch. (And since I’m self-employed, that would be me.)
You’ve heard the line, What would Jesus do?
Well, these days whenever a client hires me, or asks me to do a difficult job, I ask myself, What would Pablo do?
I’ve got a long way to go, but it’s a good question, isn’t it?
What about you? Any lessons you can share about giving or receiving outstanding creative service? Do teach! Leave a comment!
What a great story! I love people like Pablo, not so much because I am high maintenance and want great service (well maybe a little bit..don’t we all?) but more so because I admire people that always bring their best to the table, that always aim to be the best. There is a certain joy that comes with giving people outstanding service that second rate service just doesn’t bring. To me it always makes it worth that extra bit of effort, and seeing that as “creativity” is a much more positive way to address it.
@Nicole - good point! Doing that little bit extra requires creative thought, doesn’t it? It requires asking yourself a new question: “In what ways can I give this person incredible service?” It requires some fresh ideas. This is one of my weaknesses. It’s a shift in perception. I’m working on it.
Mark,
And you sing and play the guitar too? You are truly artistic.
I love the message in this article. It would make a good plaque to hang in an office or business. Or maybe…..an original work of art created by a “cafe owner” (know any?), and he could sell it online, with a copy of this story included….. You think?
Barbara - I like your ideas, thanks. The experience always stuck with me, so I figured I’d share it with others. I almost wish I never met the guy, he was that service-minded. You’re right - it’s a good lesson for all business / creative types who provide service.
Hi Mark
I’ve just recently found your blog, and I’m really enjoying it. This story was a gem, thanks for sharing it!
I love it when people not only provide excellent customer service, but also seem to take genuine delight in interacting with me. It really feels like they have transcended the “job” and have connected with me as a human being. It’s a much different experience to getting excellent service but feeling like the person is still doing it mechanically, like they’ve learned all the right skills and techniques but haven’t really internalised the deeper “why” behind it all.
I like what Nicole shared in her comment.
I think that there’s a certain great feeling…a rush…in doing all that you can to provide great service! Doing all that you can to make people feel good. It’s the best feeling in the world to be remembered the way you remember Pablo in this story.
I drove to San Diego to meet a client once…I walked him through the entire transaction and made everything completely transparent and smooth for him. You might say customer service at it’s best. I received tickets to the San Diego Zoo and a painting from him. Do you know how great that made me feel? There’s a certain sense of accomplishment in knowing that you performed well..above expectations.
What a fantastic story, and congratulations on your successful playing of the song. What a cool honor! I just found your blog through your comment at ZH, and I just wanted to say hi, and I dig it. I’ll definitely be sticking around.
Hi Naomi, and welcome! Stop by anytime. I checked out your blog - very cool. I look forward to reading more…