January 9, 2009 82 Comments

Moments That Matter

James Lewis from Panasonic LIHDJames Lewis from Panasonic didn’t need to help me. He was very busy. As one of the booth staff at CES 2009, James had a line of people waiting to see the Panasonic G1 cameras. (Note: I’m at CES as Panasonic’s guest).

I asked James for help because I’d lost the lens cover for the G1 I was carrying around. I said that I knew it wasn’t really his responsibility, but that I’d really appreciate it if he could spare a cap from one of the demo cameras.

James went out of his way to help.

It’s a little moment, and he didn’t seem to mind too much, but it mattered to me. I have a bit of OCD about things like this, and I was fretting that the lens would scratch before I even got the camera home from the show. What James did was very big in my eyes, and he went out of his way to deliver service.

Tomorrow, I’ll tell you a story about Brandy.

Related posts:

  1. Making Media Means Moments that Matter
  2. Small Boxes 24 – Awkward Moments
  3. New Squidoo Lens: CareerHelp
  4. Does Size Matter
  5. The Matter of Scale

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  • http://www.skylinecoachingblog.com Nickolove Lovemore

    Excellent customer service is so rare nowadays that when it does happen it really stands out in our mind and it makes such a difference to how you feel.

    Acknowledging excellent service is a great way for receiving more of the same.

  • http://www.twitter.com/dvinmsm Marla Schulman

    Yes, it is the little things that matter! A smile, a please, a thank-you, an excuse me! It’s quite disconcerting to feel like common courtesy has gone the way of the dinosaur in today’s society and I refuse to let it become extinct. This is not to say that sometimes I am tired, in a rush or just not thinking and don’t extend that little thing that matters, and feel totally justified in being so. But it’s when I offer a smile to a stranger who smiles back in acknowledgment of the unexpected gesture, or when I wait an extra minute or two for an elderly person to get into an elevator, or when i say hello, how are you to the checker in a supermarket, I am the one who truly benefits from these small gestures, feeing like I may have brought a moment of pleasure to someone else’s difficult day, and that makes me smile!

  • http://www.twitter.com/dvinmsm Marla Schulman

    Yes, it is the little things that matter! A smile, a please, a thank-you, an excuse me! It’s quite disconcerting to feel like common courtesy has gone the way of the dinosaur in today’s society and I refuse to let it become extinct. This is not to say that sometimes I am tired, in a rush or just not thinking and don’t extend that little thing that matters, and feel totally justified in being so. But it’s when I offer a smile to a stranger who smiles back in acknowledgment of the unexpected gesture, or when I wait an extra minute or two for an elderly person to get into an elevator, or when i say hello, how are you to the checker in a supermarket, I am the one who truly benefits from these small gestures, feeing like I may have brought a moment of pleasure to someone else’s difficult day, and that makes me smile!

  • http://www.twitter.com/dvinmsm Marla Schulman

    Yes, it is the little things that matter! A smile, a please, a thank-you, an excuse me! It’s quite disconcerting to feel like common courtesy has gone the way of the dinosaur in today’s society and I refuse to let it become extinct. This is not to say that sometimes I am tired, in a rush or just not thinking and don’t extend that little thing that matters, and feel totally justified in being so. But it’s when I offer a smile to a stranger who smiles back in acknowledgment of the unexpected gesture, or when I wait an extra minute or two for an elderly person to get into an elevator, or when i say hello, how are you to the checker in a supermarket, I am the one who truly benefits from these small gestures, feeing like I may have brought a moment of pleasure to someone else’s difficult day, and that makes me smile!

  • http://radiogirlradiogirl.blogspot.com kim/ohradiogirl

    Thanks for sharing this story especially at a time when I am enduring some major obstacles with a not-so-smooth transition. Your ‘moment that mattered’ is a testament of the impact of that little moment.

  • http://radiogirlradiogirl.blogspot.com kim/ohradiogirl

    Thanks for sharing this story especially at a time when I am enduring some major obstacles with a not-so-smooth transition. Your ‘moment that mattered’ is a testament of the impact of that little moment.

  • http://radiogirlradiogirl.blogspot.com kim/ohradiogirl

    Thanks for sharing this story especially at a time when I am enduring some major obstacles with a not-so-smooth transition. Your ‘moment that mattered’ is a testament of the impact of that little moment.

  • Pingback: MarshalSandler.com » Moments That Matter | chrisbrogan.com

  • http://commonground.edrnet.com Mark wallace

    Chris: love to see you, or anyone, giving praise for good service. I hate to say it but more often than not our expectations are service will be bad. And the reason why is it usually it is. Companies should not discount the viral impact good service can have on it’s sales and marketing efforts.

  • http://commonground.edrnet.com Mark wallace

    Chris: love to see you, or anyone, giving praise for good service. I hate to say it but more often than not our expectations are service will be bad. And the reason why is it usually it is. Companies should not discount the viral impact good service can have on it’s sales and marketing efforts.

  • http://commonground.edrnet.com Mark wallace

    Chris: love to see you, or anyone, giving praise for good service. I hate to say it but more often than not our expectations are service will be bad. And the reason why is it usually it is. Companies should not discount the viral impact good service can have on it’s sales and marketing efforts.

  • http://justanotherrumor.com Ken Montville

    This is the stuff that Seth Godin preaches all the time. If you create and extraordinary experience for your client/customer they will remember and stay loyal to you. More to the point, in today’s world of social media, they’ll tell everyone else. This makes both James Lewis and Panasonic look very, very good.

  • http://justanotherrumor.com Ken Montville

    This is the stuff that Seth Godin preaches all the time. If you create and extraordinary experience for your client/customer they will remember and stay loyal to you. More to the point, in today’s world of social media, they’ll tell everyone else. This makes both James Lewis and Panasonic look very, very good.

  • http://blog.mdsuburbanhomes.com Ken Montville – The MD Suburbs of DC

    This is the stuff that Seth Godin preaches all the time. If you create and extraordinary experience for your client/customer they will remember and stay loyal to you. More to the point, in today’s world of social media, they’ll tell everyone else. This makes both James Lewis and Panasonic look very, very good.

  • Bruce Elkin

    Doing favors and good stuff for other people to generate ROI is, IMO, not the point, but the bonus. Doing stuff that helps other people is rewarding in its own right. You feel better, up, energized. You work/play better. What goes around comes around. You’ve added a positive ripple to the world. THat’s the point, IMO. Cheers!

  • Bruce Elkin

    Doing favors and good stuff for other people to generate ROI is, IMO, not the point, but the bonus. Doing stuff that helps other people is rewarding in its own right. You feel better, up, energized. You work/play better. What goes around comes around. You’ve added a positive ripple to the world. THat’s the point, IMO. Cheers!

  • Bruce Elkin

    Doing favors and good stuff for other people to generate ROI is, IMO, not the point, but the bonus. Doing stuff that helps other people is rewarding in its own right. You feel better, up, energized. You work/play better. What goes around comes around. You’ve added a positive ripple to the world. THat’s the point, IMO. Cheers!

  • http://myonehundredthings.com Christian

    I’m consistently amazed how giving people are, especially people at the top. They say if you want something done, ask a busy person. This is a great example. Thanks for sharing :)

  • http://myonehundredthings.com Christian

    I’m consistently amazed how giving people are, especially people at the top. They say if you want something done, ask a busy person. This is a great example. Thanks for sharing :)

  • http://myonehundredthings.com Christian

    I’m consistently amazed how giving people are, especially people at the top. They say if you want something done, ask a busy person. This is a great example. Thanks for sharing :)

  • Matt

    “Tomorrow, I’ll tell you a story about Brandy. ”

    I hear she’s a fine girl.

    (Yeah, like she hasn’t heard THAT 8000 times before.)

  • Matt

    “Tomorrow, I’ll tell you a story about Brandy. ”

    I hear she’s a fine girl.

    (Yeah, like she hasn’t heard THAT 8000 times before.)

  • Matt

    “Tomorrow, I’ll tell you a story about Brandy. ”

    I hear she’s a fine girl.

    (Yeah, like she hasn’t heard THAT 8000 times before.)

  • http://www.gebalove.com Gebadia Smith

    Well his work got him blogged about…..the one thing that I find fasinating is how companies online will spend a ton on marketing and so little on client service when client service is the one place you can most easily gain on your competition. Help one person succeed and they will tell 10 others. Leave a person angry and they might tell a 100 others by just mentioning in there FB feed.

  • http://www.gebalove.com Gebadia Smith

    Well his work got him blogged about…..the one thing that I find fasinating is how companies online will spend a ton on marketing and so little on client service when client service is the one place you can most easily gain on your competition. Help one person succeed and they will tell 10 others. Leave a person angry and they might tell a 100 others by just mentioning in there FB feed.

  • http://www.gebalove.com Gebadia Smith

    Well his work got him blogged about…..the one thing that I find fasinating is how companies online will spend a ton on marketing and so little on client service when client service is the one place you can most easily gain on your competition. Help one person succeed and they will tell 10 others. Leave a person angry and they might tell a 100 others by just mentioning in there FB feed.

  • http://www.mylifeafterradio.com Brenda Ross

    I just became a Client Account Manager at an internet marketing company in Houston – so this really hits home Chris. When someone calls with a problem or question – I try to “touch” them immediately. It can be a quick phone call or a short email. I just want them to know I’m here, they’re important to me, and their situation is being addressed. Customer service is a lost art in these postmodern times.
    @BrendaRoss

  • http://www.mylifeafterradio.com Brenda Ross

    I just became a Client Account Manager at an internet marketing company in Houston – so this really hits home Chris. When someone calls with a problem or question – I try to “touch” them immediately. It can be a quick phone call or a short email. I just want them to know I’m here, they’re important to me, and their situation is being addressed. Customer service is a lost art in these postmodern times.
    @BrendaRoss

  • http://www.mylifeafterradio.com Brenda Ross

    I just became a Client Account Manager at an internet marketing company in Houston – so this really hits home Chris. When someone calls with a problem or question – I try to “touch” them immediately. It can be a quick phone call or a short email. I just want them to know I’m here, they’re important to me, and their situation is being addressed. Customer service is a lost art in these postmodern times.
    @BrendaRoss

  • http://socialbutterflyguy.com/ DJ Waldow

    @chrisbrogan –

    I think @KeithBurtis said it best – “Short, sweet, and from the heart.”

    I am taking a class in B-school (Kenan-Flager Business School – UNC Chapel Hill) now called Services Marketing. I tweeted about a JetBlue case study I was reading this morning. I was pleasantly surprised when I received a personalized DM in response from @JetBlue (within in 5 minutes of my post).

    Great customer service always wins.

    Thanks again for recognizing this individual at Panasonic.

    DJ Waldow
    @djwaldow

  • http://socialbutterflyguy.com/ DJ Waldow

    @chrisbrogan –

    I think @KeithBurtis said it best – “Short, sweet, and from the heart.”

    I am taking a class in B-school (Kenan-Flager Business School – UNC Chapel Hill) now called Services Marketing. I tweeted about a JetBlue case study I was reading this morning. I was pleasantly surprised when I received a personalized DM in response from @JetBlue (within in 5 minutes of my post).

    Great customer service always wins.

    Thanks again for recognizing this individual at Panasonic.

    DJ Waldow
    @djwaldow

  • http://twitter.com/djwaldow DJ Waldow

    @chrisbrogan –

    I think @KeithBurtis said it best – “Short, sweet, and from the heart.”

    I am taking a class in B-school (Kenan-Flager Business School – UNC Chapel Hill) now called Services Marketing. I tweeted about a JetBlue case study I was reading this morning. I was pleasantly surprised when I received a personalized DM in response from @JetBlue (within in 5 minutes of my post).

    Great customer service always wins.

    Thanks again for recognizing this individual at Panasonic.

    DJ Waldow
    @djwaldow

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