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Create a Memory · Effective Communication

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Speaker 1: And now effective communication with Phil Zeller, CEO Dale Carnegie Southwest, Michigan.
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Speaker 1: Have you ever experienced amazing customer service somewhere where you
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Speaker 1: went and it was above and beyond what you expected?
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Speaker 1: In the hospitality business, they call that plus one plus
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Speaker 1: one service. So it's not plus one, Hey, this is
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Speaker 1: who my plus one companion is going to be for
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Speaker 1: this event. No, it's plus one. You went above and beyond.
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Speaker 1: You did something more than the customer expected. And if
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Speaker 1: you think about an experience like that, it can be
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Speaker 1: absolutely amazing. I won't forget a time there I was.
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Speaker 1: I was coming up through Alabama and we're headed my brother.
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Speaker 1: I have a brother who lives in near Georgia and
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Speaker 1: actually near Atlanta, I should say in Georgia near Atlanta,
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Speaker 1: and we're coming back through Alabama from the south, and
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Speaker 1: I mentioned my wife. I've always, you know, heard great
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Speaker 1: things about Talladega Super Speedway and I wanted to just
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Speaker 1: stop buy and check it out. Two and a half
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Speaker 1: mile track, amazing race is amazing history and car racing.
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Speaker 1: I thought, wow, this'd be cool just to stop by,
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Speaker 1: take a little pit stop, check it out, and that
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Speaker 1: it was a rainy day and my wife and I
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Speaker 1: pulled into the track and we go inside to the
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Speaker 1: museum area of the displays, and they have track tours,
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Speaker 1: and so we registered for a track tour that day,
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Speaker 1: and not long after, maybe about twenty thirty minutes, they
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Speaker 1: call us up and say, all right, we're ready to go,
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Speaker 1: and we got to meet our tour guy for the day.
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Speaker 1: And we got out in a van with the tour
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Speaker 1: guide and it was just the two of us, my
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Speaker 1: wife and I with this tour guy because as I mentioned,
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Speaker 1: it was a rainy day and he's given us the
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Speaker 1: track tour, and I take time to do what we
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Speaker 1: do here in effect communication, get to know people, make
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Speaker 1: a friend, right why not? So I'm getting to know
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Speaker 1: him and we're having a great conversation talking about how
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Speaker 1: long he's bent the track and how did he get there,
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Speaker 1: and where's he been, what's the experience, what's the coolest
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Speaker 1: thing he's ever experienced? A tell it. I'm thinking the
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Speaker 1: movie right, Talladega Nights. That's kind of wild, right. But
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Speaker 1: he's telling me all these experiences as he went through
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Speaker 1: and as we're talking, he's like, do you guys having
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Speaker 1: a little extra time today? And I said, well, yeah,
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Speaker 1: we just have to be to my brother's house this evening.
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Speaker 1: He goes, well, that's great because I'm having a good
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Speaker 1: time and it's kind of slow here day on this
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Speaker 1: rainy day. I'd like to show you some extra things
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Speaker 1: off and I don't get a time to show people
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Speaker 1: because we usually have a full bus, And I'd like
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Speaker 1: to show you some more of the track. And if
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Speaker 1: you're willing to get out and the rain doesn't bother you,
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Speaker 1: and we can get out of the van and I
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Speaker 1: can show you some stuff. And I'm like, oh, by
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Speaker 1: all means, let's go experience Talladega, right. And so as
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Speaker 1: we're going around, he's showing this stuff that typically people
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Speaker 1: don't get a sea like, we got to go into
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Speaker 1: the garage area and we got to walk around, see
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Speaker 1: different places. We got to go where the drivers meet
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Speaker 1: and just see some really cool stuff that you went
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Speaker 1: typically see on just a basic track tour. And before
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Speaker 1: you know, we're going back to where we started the
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Speaker 1: tour at and he goes, hey, I don't know what
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Speaker 1: you guys are doing for dinner tonight, but the missus
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Speaker 1: is one heck of a cook and would love to
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Speaker 1: have you come have dinner with us. It's great southern
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Speaker 1: home cooking. I'll tell you what. And I looked at
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Speaker 1: him and I said, you're too kind. He said, no, I've
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Speaker 1: really enjoyed this. This has been an amazing tour with
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Speaker 1: you today, and I'd like to continue the conversation. And
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Speaker 1: you know, it's that type of service that creates an incredible,
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Speaker 1: incredible memory for you. And we just had an amazing memory.
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Speaker 1: And it's pretty cool, right, So think about a time
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Speaker 1: that you had an experience like that where somebody went
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Speaker 1: above and beyond and did something extra for you. How'd
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Speaker 1: you feel? How'd you feel? You know, ask yourself this question,
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Speaker 1: what put it over the top? What was it that
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Speaker 1: put her over the top for you? That's pretty cool. Now,
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Speaker 1: imagine if you could do that for other people. Imagine
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Speaker 1: if you created that experience for other people, what would
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Speaker 1: that do for them? And what would that do for
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Speaker 1: your life if you could create those experiences for other people.
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Speaker 1: I know, just this past summer, I was hosting business
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Speaker 1: leaders from all the world here in my home state
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Speaker 1: of Michigan in the United States, and I had a
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Speaker 1: couple from Germany and we were together for a couple
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Speaker 1: of days in Grand Rapids, Michigan at a conference and
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Speaker 1: they were planning to go out to Lake Michigan and
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Speaker 1: go to the beach and stay in a hotel. And
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Speaker 1: the last day of our conference together, I'm talking to
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Speaker 1: he and his wife and she's like, Yeah, we're going
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Speaker 1: to go out. It's Friday. We're going to head over
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Speaker 1: to the beach and we're going to get a nice
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Speaker 1: room at a hotel and it's going to be great.
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Speaker 1: And I looked at him and I smile and I said,
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Speaker 1: you guys do that. I said, I'll tell you what
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Speaker 1: about half an hour, I'm going to drive over that
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Speaker 1: way too. I'm going to give you a call. Well,
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Speaker 1: what I knew was was Friday night. It's Michigan, it's summertime.
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Speaker 1: The idea that you're going to get a good hotel
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Speaker 1: at that point time probably not going to happen. You're late.
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Speaker 1: You got to reserve it ahead of time, like you
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Speaker 1: would in any tourist destination. So I went over there.
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Speaker 1: I called them up. I said to go at the hotel.
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Speaker 1: And he's like, we're kind of stuck. And I said,
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Speaker 1: no worries. I got you set up in a hotel
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Speaker 1: right down the road. Here. It's a beautiful place. You'll
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Speaker 1: love it. And he goes, oh my gosh, you're a
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Speaker 1: life saver. I said, no, that's what it's like when
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Speaker 1: you come and people come busy you you take care
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Speaker 1: of them. Now, my challenge to you is this, create
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Speaker 1: those experiences for other people. Just do it. Do it
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Speaker 1: because you can, because you care. Give them that plus
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Speaker 1: one service, and the beautiful thing about it creates a
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Speaker 1: memory for them and it brings more fulfillment to your
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Speaker 1: life and your own legacy. Not go make that