Family Tradition

I grew up on the University of Alabama and SEC college football. Saturday was game day and the television was only turned to check out games on different stations. Everybody in the family had a role to play.

Mom always made some kind of vegetable tray and oftentimes nacho dip. Dad was keeping the rocking chair warm while sipping a cold beer. Dad's best friend, Wayne spent many a Saturday watching with us. And my brother John was quoting National Championship and Bear Bryant statistics to quiz us on later. I was the cheerleader.

Now that I live away from home I miss football Saturdays at my parents.

I usually call my dad either Saturday night or Sunday to discuss all the games. If Alabama won, a Roll Tide always slips out. The next time I talk with my brother, football always comes up. And now that John has taken an interest in Pro Football we can talk about the Colts. Mom and I choose to discuss more girlie things but if I call during an Alabama game I can hear her cheers in the background.

Football, for me, will always be a family tradition.

Acknowledge A Job Well Done

Our Management Team was debating where we would have lunch. Cheese biscuits from Red Lobster sounded especially enticing but we were hesitant due to two specific experiences with really poor Customer service. The call of the cheese biscuits won out as we agreed to give the restaurant one more chance.

We were pleasantly surprised at how great the Customer service was and agreed we should tell somebody. I first shared my praise with the waitress. I thanked her for changing our negative view of Red Lobster. She lit up as she explained that she is still training and how great this made her feel.

I then ask to speak to her manager.

You should have seen the look of terror on his face as he approached our table. I explained our past experiences with him and bragged about our new perspective thanks to excellent Customer Service by this particular waitress. He thanked her in our presence and added he hoped we would come again.

Before he walked away I just had to ask about the disturbing look he had when walking towards our table. He admitted he was expecting the worst. “Customers only complain they never tell you what you are doing right.”

Ouch! That made me sad but I knew what he was saying was probably true. We are often more than willing to return our food, complain to the manager or refuse to pay for a service we aren’t happy with. But how often do we tell someone when they exceed our expectations.

And I know before you even say it. “But Holly why should we thank them for doing their job.” Simple - there is a difference between doing a job and doing a job really well.

I encourage you to tell someone the next time you receive excellent Customer service. After all, who doesn’t like hearing they are doing a great job?

Flying the Friendly Skies

Stuck on the Atlanta runway, late Thursday night, I began to notice and study the airplanes as they took off. The more I watched the more I began to realize how so much about these amazing machines reminded me of people.

Just like airplanes…

We are complex. We require daily maintenance to function at our best. We need a pilot to guide our way. And we cannot reach our destination without spreading our wings.

Thanks Delta for getting me home on time. And thanks Delta for reminding me that the sky really is the limit.