A couple of weeks ago I was in Nashville working with MV2 Entertainment, a talented group of creative people making music and growing a unique business. While there, my colleagues and I stayed at the Homewood Suites Hotel near Vanderbilt University and the Vanderbilt University Medical Center. It was at the hotel that I met Tonni Carter.
Tonni works in the food and beverage services division of the hotel, and she was brought to my attention by a member of our party. He noticed the gracious, loving attention that Tonni was giving to a special group of guests — patients and family members of patients who were in town for treatments at the medical center. His comments about Tonni made me want to meet her. When I did, I found her to be as genuine and kind as my friend had said.
Entering the food and beverage service area, I spotted Tonni right away. “Excuse me,” I said. “Are you Tonni?” She was taken aback – perhaps concerned that she had done something wrong and was going to be reprimanded. “Tonni,” I said, “I wanted to meet you because I understand that you are such a kind, caring person, particularly to those who are here for treatments.”
Tonni’s face lit up immediately, and a gorgeous smile spread like warm honey over her countenance lighting up every cell of her being. Her eyes filled with tears. “Oh,” she said, “these people are my babies. I love them. Many of them are really sick, and I want them to feel comfortable when they’re away from home.” Her sincere, heartfelt care for and genuine interest in those in need was unmistakable.
Tonni Carter demonstrates the true essence of customer care. While people can, and should, be trained in customer service strategies – in fact, it’s one of my most requested topics – real customer service, or what I prefer to call customer care, comes from the heart, from a place of genuine, authentic caring. We’ve all experienced walking into a store or restaurant and being greeted by employees shouting, “Welcome to XYZ!” Sure makes me feel warm and fuzzy. How about you? And we’ve all been recipients of the fake smile and perfunctory, “Have a nice day” when we complete our transaction. But you can tell the difference, can’t you? You can tell the difference between authentic service and that which is performed because the boss may be watching.
Granted, I’ll all for greeting folks, wishing them well, and thanking them for their business, but real customer care comes from the heart. It comes from the Tonni Carters of the world who meet people where they are, connect with them on a human to human level, and who show concern – not because it’s what they have been trained to do or are expected to do – but because they really care. They know the power of a kind word, a warm smile, a simple act of caring.
So, today I just want to say, “Thank you, Tonni Carter”, and thank you to all of you who demonstrate kindness and caring every day. This old world can be pretty rough. It’s full of sadness, worry, stress, illness, anger, hatred, disillusion, negativity, hopelessness, loneliness, and fear. And yet, one person who expresses a simple gesture or word of caring and concern can be a light to shine into the dark places of people’s lives. That person can be you. Try it. You’ll be glad you did.
©Copyright 2016
