I recently had the opportunity to travel to Mexico with my mom for a long weekend. While I tried to forget about work and dive into a novel, I couldn’t help myself with thoughts about work. I specifically found myself making connections between my travel experience and the customer experience we provide in schools.
What I’m about to share is not meant to be negative regarding the travel and resort industries but rather experiences I had both positive and not so positive that made me ponder how to enhance our work in schools.
A Little Kindness Goes a Long Way
Whether we are catching a flight or answering a phone call from a parent, it is amazing what a kind, thoughtful, and genuine tone of voice can do for a person. Certainly, we don’t need someone delivering tough news in a sing-songy tone, but we also don’t need to make challenging or stressful situations more difficult with abrupt or abrasive tones of voice either. International travel can be a bit stressful, so when gate and TSA agents or flight attendants go out of their way to ensure you don’t feel like a burden or like cattle being herded to the next spot, it makes compliance a smidge more tolerable.
The Small Things are Big Things
My mom did not have TSA pre-check on her ticket and even though I did, I joined her in the general line. I wasn’t expecting any kind of special treatment but upon scanning my ticket, the TSA agent yelled to the agent checking us with the scanners, “This young lady (loved that, LOL) has pre-check on her ticket.” I didn’t have to take my shoes off and it was such a small move but a little detail that made me feel special.
Disney has outlined four guest expectations that I try to remember in my work:
- Make me feel special.
- Treat me as an individual.
- Respect me.
- Make me knowledgeable.
That little interaction alone checked those first three boxes. It didn’t take much effort at all on his part. He simply noticed a detail and communicated that detail to a teammate who honored it. This made me feel special, respected, and treated as an individual. A small move that had a big impact on me.
We also enjoyed the beach attendant at our resort. He went out of his way to check on us. If it started to rain a little, he would come over and offer us a warm towel to drape over us like a blanket. He would ask us questions about ourselves and share a little bit about himself. He was so kind and thoughtful. He made us feel special while also giving us helpful information about the resort. Little things like where to get the best burger for lunch. This made us more knowledgeable about how to make the experience a good one.
Under Promise and Over Deliver
Unfortunately, we did not receive housekeeping services in our room. I understand the world is short staffed, so we tried to be very understanding of the situation. Certainly, I could make the bed and grab a few towels myself from the housekeeping cart. What disappointed me was the fact that when we called to request any kind of housekeeping service, we were told, “We will be there right away.” And then no one showed up.
Now, I’m sure I would have also been disappointed if I was told that no one intended to bring us more toilet paper. But telling someone you will do something and do it right away and then not do it all and never follow up about it, that does not inspire trust or make people feel well-cared for.
And in this rapidly changing world, one thing will always be true. The human need to feel well-cared for. I want to be more mindful of the kinds of promises I make to people. I want to ensure that I keep those commitments. I also want to make sure I am not promising something I can’t deliver.
In travel situations, there are a lot of variables, a lot of necessary safety precautions, and a lot of people. This is also true in schools. But it’s the people who manage to keep safety and order while also ensuring the experience is enjoyable that make us want to come back.
We can be serious about the work while also making the work enjoyable. And our ability to make the work enjoyable helps everyone perform at a higher level. Something I find so exciting and interesting, I wrote about it in Legacy of Learning.
What is something you “have to do” at work that you could make a smidge more enjoyable for yourself or others?
MEGHAN LAWSON 
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