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.

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  • http://www.keithburtis.com Keith Burtis

    This is exctly what customer service, social media and just down right being good is all about. I love this post! Short, sweet and from the heart! Thank you for sharing!
    @KeithBurtis

  • http://www.keithburtis.com Keith Burtis

    This is exctly what customer service, social media and just down right being good is all about. I love this post! Short, sweet and from the heart! Thank you for sharing!
    @KeithBurtis

  • http://www.keithburtis.com Keith Burtis

    This is exctly what customer service, social media and just down right being good is all about. I love this post! Short, sweet and from the heart! Thank you for sharing!
    @KeithBurtis

  • http://www.scribnia.com/author/show/473/david-spinks/ David Spinks

    Pay it forward baby! Makes for a healthy community and that’s what social media is all about.

    Thanks Chris, as always.

    Dave

  • http://www.scribnia.com/author/show/473/david-spinks/ David Spinks

    Pay it forward baby! Makes for a healthy community and that’s what social media is all about.

    Thanks Chris, as always.

    Dave

  • http://ariwriter.com Ari Herzog

    A lot of what I am about TODAY and many people who matter most to me in the social media sphere are the direct result of you offering me a discount on your new marketing summit last fall. I asked, and you responded.

    I’ve thanked you previously, but as a moment that matters, you are a shining example to me. Thanks again!

  • http://ariwriter.com Ari Herzog

    A lot of what I am about TODAY and many people who matter most to me in the social media sphere are the direct result of you offering me a discount on your new marketing summit last fall. I asked, and you responded.

    I’ve thanked you previously, but as a moment that matters, you are a shining example to me. Thanks again!

  • http://www.davidspinks.com David Spinks

    Pay it forward baby! Makes for a healthy community and that’s what social media is all about.

    Thanks Chris, as always.

    Dave

  • http://www.ariwriter.com Ari Herzog

    A lot of what I am about TODAY and many people who matter most to me in the social media sphere are the direct result of you offering me a discount on your new marketing summit last fall. I asked, and you responded.

    I’ve thanked you previously, but as a moment that matters, you are a shining example to me. Thanks again!

  • http://www.toddsmithphotography.com/transparency/ Todd Smith

    I agree, Chris. Moments like these do matter! It’s the little way you can help your customers that makes them really talk about you.

  • http://www.toddsmithphotography.com/transparency/ Todd Smith

    I agree, Chris. Moments like these do matter! It’s the little way you can help your customers that makes them really talk about you.

  • http://www.toddsmithphotography.com/transparency/ Todd Smith

    I agree, Chris. Moments like these do matter! It’s the little way you can help your customers that makes them really talk about you.

  • http://www.outimpact.com Bambi

    I think customer satisfaction is the most important thing we can do in business transaction. The more I go through my days, the more I take in account every person I meet and how we treat each other. Personal care and attention is so critical.

    I’m still pretty upset about how I was treated by a Target employee during the Christmas season, and even after filling out the survey, I still never received a reply. At the same time, I clearly remember a recent dinner at Fat Tony’s here in WIlmington, NC, where I had a top notch waitress who clearly understood the importance of professionalism and attention.

    Thanks for this post Chris and honoring people like James who got the extra mile!
    Bambi
    OutImpact.com – Making a positive impact in the gay community. Make yours.

  • http://www.outimpact.com Bambi

    I think customer satisfaction is the most important thing we can do in business transaction. The more I go through my days, the more I take in account every person I meet and how we treat each other. Personal care and attention is so critical.

    I’m still pretty upset about how I was treated by a Target employee during the Christmas season, and even after filling out the survey, I still never received a reply. At the same time, I clearly remember a recent dinner at Fat Tony’s here in WIlmington, NC, where I had a top notch waitress who clearly understood the importance of professionalism and attention.

    Thanks for this post Chris and honoring people like James who got the extra mile!
    Bambi
    OutImpact.com – Making a positive impact in the gay community. Make yours.

  • http://www.debworks.com Deb Brown

    Chris –
    I hope James sees this post. Because it’s important we recognize those that go out of their way to help up. Good job!

  • http://www.debworks.com Deb Brown

    Chris –
    I hope James sees this post. Because it’s important we recognize those that go out of their way to help up. Good job!

  • Rhi Bowman

    Expressing gratitude is essential. Everyone feels good after a pat on the back, and after performing a good deed. So, let’s be heroes and do both!

  • Rhi Bowman

    Expressing gratitude is essential. Everyone feels good after a pat on the back, and after performing a good deed. So, let’s be heroes and do both!

  • http://www.outimpact.com Bambi

    I think customer satisfaction is the most important thing we can do in business transaction. The more I go through my days, the more I take in account every person I meet and how we treat each other. Personal care and attention is so critical.

    I’m still pretty upset about how I was treated by a Target employee during the Christmas season, and even after filling out the survey, I still never received a reply. At the same time, I clearly remember a recent dinner at Fat Tony’s here in WIlmington, NC, where I had a top notch waitress who clearly understood the importance of professionalism and attention.

    Thanks for this post Chris and honoring people like James who got the extra mile!
    Bambi
    OutImpact.com – Making a positive impact in the gay community. Make yours.

  • http://www.debworks.com Deb Brown

    Chris –
    I hope James sees this post. Because it’s important we recognize those that go out of their way to help up. Good job!

  • Rhi Bowman

    Expressing gratitude is essential. Everyone feels good after a pat on the back, and after performing a good deed. So, let’s be heroes and do both!

  • Louis Columbus

    James Lewis and people like him are the catalyst of customer loyalty. Reading the story it’s clear he would do this for anyone. You can really see how kindness, empathy and support make a huge difference. Saying “thank you” like this a great way to pay it forward too. James is no doubt a major contributor inside Panasonic with such a great attitude.

  • Louis Columbus

    James Lewis and people like him are the catalyst of customer loyalty. Reading the story it’s clear he would do this for anyone. You can really see how kindness, empathy and support make a huge difference. Saying “thank you” like this a great way to pay it forward too. James is no doubt a major contributor inside Panasonic with such a great attitude.

  • Louis Columbus

    James Lewis and people like him are the catalyst of customer loyalty. Reading the story it’s clear he would do this for anyone. You can really see how kindness, empathy and support make a huge difference. Saying “thank you” like this a great way to pay it forward too. James is no doubt a major contributor inside Panasonic with such a great attitude.

  • http://www.konayoga.com Barbara Uechi

    Of course he would help you. Your karma credits are falling out of every pocket on you, and then some. Not to take anything away from James, his goodness recognized yours. Now I can’t wait to hear about Brandy!

  • http://www.konayoga.com Barbara Uechi

    Of course he would help you. Your karma credits are falling out of every pocket on you, and then some. Not to take anything away from James, his goodness recognized yours. Now I can’t wait to hear about Brandy!

  • http://www.konayoga.com Barbara Uechi

    Of course he would help you. Your karma credits are falling out of every pocket on you, and then some. Not to take anything away from James, his goodness recognized yours. Now I can’t wait to hear about Brandy!

  • http://www.daily-adventures.com Teresa B. (Cubiclequeen)

    Thank you for sharing a positive customer service experience. So often, people use blogs and social media to highlight poor customer service. It is always refreshing to see someone single out another for going above and beyond.

  • http://www.daily-adventures.com Teresa B. (Cubiclequeen)

    Thank you for sharing a positive customer service experience. So often, people use blogs and social media to highlight poor customer service. It is always refreshing to see someone single out another for going above and beyond.

  • http://www.daily-adventures.com Teresa B. (Cubiclequeen)

    Thank you for sharing a positive customer service experience. So often, people use blogs and social media to highlight poor customer service. It is always refreshing to see someone single out another for going above and beyond.

  • http://rainydaydiamonds.blogspot.com Kim

    The moment you decided to share an “atta boy” is also a moment that mattered. Too often we are only willing to talk about when somebody did us wrong. Thanks for sharing “good” gossip.

  • http://rainydaydiamonds.blogspot.com Kim

    The moment you decided to share an “atta boy” is also a moment that mattered. Too often we are only willing to talk about when somebody did us wrong. Thanks for sharing “good” gossip.

  • http://rainydaydiamonds.blogspot.com Kim

    The moment you decided to share an “atta boy” is also a moment that mattered. Too often we are only willing to talk about when somebody did us wrong. Thanks for sharing “good” gossip.

  • http://lesasbookcritiques.blogspot.com Lesa Holstine

    People who go out of their way to help are great. I certainly do go out of my way to thank them, and I usually ask to speak to, or write to, their boss, so I can say how much they did for me. I’ve done that within the city government I work for, sending a note to another department complimenting someone when they’ve gone out of their way. It’s not enough for me to let someone know what they did, and that I appreciate it. I like to let their boss know as well.

    I had a very helpful person at my Credit Union when I took out a loan once. I sent her a thank you note, and a note to her boss. To this day, the staff at the bank, including the manager, say hi, ask me how I’m doing, show they know who I am. That wasn’t why I did it – I wanted to say thanks. But, I’m sure the bank staff doesn’t receive many compliments.

  • http://lesasbookcritiques.blogspot.com Lesa Holstine

    People who go out of their way to help are great. I certainly do go out of my way to thank them, and I usually ask to speak to, or write to, their boss, so I can say how much they did for me. I’ve done that within the city government I work for, sending a note to another department complimenting someone when they’ve gone out of their way. It’s not enough for me to let someone know what they did, and that I appreciate it. I like to let their boss know as well.

    I had a very helpful person at my Credit Union when I took out a loan once. I sent her a thank you note, and a note to her boss. To this day, the staff at the bank, including the manager, say hi, ask me how I’m doing, show they know who I am. That wasn’t why I did it – I wanted to say thanks. But, I’m sure the bank staff doesn’t receive many compliments.

  • http://lesasbookcritiques.blogspot.com Lesa Holstine

    People who go out of their way to help are great. I certainly do go out of my way to thank them, and I usually ask to speak to, or write to, their boss, so I can say how much they did for me. I’ve done that within the city government I work for, sending a note to another department complimenting someone when they’ve gone out of their way. It’s not enough for me to let someone know what they did, and that I appreciate it. I like to let their boss know as well.

    I had a very helpful person at my Credit Union when I took out a loan once. I sent her a thank you note, and a note to her boss. To this day, the staff at the bank, including the manager, say hi, ask me how I’m doing, show they know who I am. That wasn’t why I did it – I wanted to say thanks. But, I’m sure the bank staff doesn’t receive many compliments.

  • http://camprunapup.com/wp/ Katybeth

    Just love stories about nice people, I was reading through my RSS feeder and all of a sudden your post popped up—and I thought–”how nice”…and it was!

  • http://camprunapup.com/wp/ Katybeth

    Just love stories about nice people, I was reading through my RSS feeder and all of a sudden your post popped up—and I thought–”how nice”…and it was!

  • http://camprunapup.com/wp/ Katybeth

    Just love stories about nice people, I was reading through my RSS feeder and all of a sudden your post popped up—and I thought–”how nice”…and it was!

  • http://kevincullis.wordpress.com/ Kevin Cullis

    Years ago I was calling companies about computers and seeing if I Could get there business. The first person I talked with was the receptionist and she was so upbeat and cheery that it caught me off guard, but right away I was cheered up. I was not able to get the sale but after talking with her boss I hung up and dialed the company right back to tell the receptionist how wonderful she was and how she had made my day with her positive voice over the phone. I told her that I had let her boss know that as well. But she ended up thanking me for giving her the compliment, but I assured her that the pleasure was all mine.

    Contrast that to this organization:
    Another A**hole Infested Hospital

  • http://kevincullis.wordpress.com/ Kevin Cullis

    Years ago I was calling companies about computers and seeing if I Could get there business. The first person I talked with was the receptionist and she was so upbeat and cheery that it caught me off guard, but right away I was cheered up. I was not able to get the sale but after talking with her boss I hung up and dialed the company right back to tell the receptionist how wonderful she was and how she had made my day with her positive voice over the phone. I told her that I had let her boss know that as well. But she ended up thanking me for giving her the compliment, but I assured her that the pleasure was all mine.

    Contrast that to this organization:
    Another A**hole Infested Hospital

  • http://kevincullis.wordpress.com/ Kevin Cullis

    Years ago I was calling companies about computers and seeing if I Could get there business. The first person I talked with was the receptionist and she was so upbeat and cheery that it caught me off guard, but right away I was cheered up. I was not able to get the sale but after talking with her boss I hung up and dialed the company right back to tell the receptionist how wonderful she was and how she had made my day with her positive voice over the phone. I told her that I had let her boss know that as well. But she ended up thanking me for giving her the compliment, but I assured her that the pleasure was all mine.

    Contrast that to this organization:
    Another A**hole Infested Hospital

  • mtouchette

    i think it’s become about more than customer service, the human factor–i.e. ‘connecting’–is a powerful differential. we’re tired of recorded messages and company drones who can’t make an autonomous decision. we want authentic contact with the people and companies providing our goods and services; and with people in general.

    when that happens, we notice. we notice and we *want* to share that warm fuzzy with our benefactor because it acknowledges the connection.

    at least for me.

  • mtouchette

    i think it’s become about more than customer service, the human factor–i.e. ‘connecting’–is a powerful differential. we’re tired of recorded messages and company drones who can’t make an autonomous decision. we want authentic contact with the people and companies providing our goods and services; and with people in general.

    when that happens, we notice. we notice and we *want* to share that warm fuzzy with our benefactor because it acknowledges the connection.

    at least for me.

  • mtouchette

    i think it’s become about more than customer service, the human factor–i.e. ‘connecting’–is a powerful differential. we’re tired of recorded messages and company drones who can’t make an autonomous decision. we want authentic contact with the people and companies providing our goods and services; and with people in general.

    when that happens, we notice. we notice and we *want* to share that warm fuzzy with our benefactor because it acknowledges the connection.

    at least for me.

  • http://www.coachdoug.com Doug Miller

    Hey Chris,

    This is my first visit to your site. And I am newer to the whole social network game… but enjoying and learning. I have been over on facebook posting some videos and blown away by the response, the connectedness I feel with others around the world, and deeply committed to being authentic. That is the beauty of social networking – it DEMANDS authenticity. And that is what I got here on your site. You authentic gratitude for James.

    I once got a guy a promotion and a raise by giving him an authentic and very detailed compliment. I ended my comments with, “I hope you are taking care of this employee because he is taking care of your business.” I got an email from the CEO of the company. I also later learned that my comments were forwarded around the entire company. You just never know what impact you can have by taking a few moments to express authentic gratitude.

    Ok, ok, ok… Now that I wrote all that, I will have to follow through on this idea I have been putting off. There is a guy at the local Whole Foods who my boys (3 & 5 yrs old) love. We can’t leave the store until we go find Brandon and say good bye. Why? Because Brandon remembers our names, lets my boys touch his mo-hawk hair, and takes awesome care of us… So, watch for a video on my Facebook page thanking Brandon… I will get some video of him with my boys…

  • http://www.coachdoug.com Doug Miller

    Hey Chris,

    This is my first visit to your site. And I am newer to the whole social network game… but enjoying and learning. I have been over on facebook posting some videos and blown away by the response, the connectedness I feel with others around the world, and deeply committed to being authentic. That is the beauty of social networking – it DEMANDS authenticity. And that is what I got here on your site. You authentic gratitude for James.

    I once got a guy a promotion and a raise by giving him an authentic and very detailed compliment. I ended my comments with, “I hope you are taking care of this employee because he is taking care of your business.” I got an email from the CEO of the company. I also later learned that my comments were forwarded around the entire company. You just never know what impact you can have by taking a few moments to express authentic gratitude.

    Ok, ok, ok… Now that I wrote all that, I will have to follow through on this idea I have been putting off. There is a guy at the local Whole Foods who my boys (3 & 5 yrs old) love. We can’t leave the store until we go find Brandon and say good bye. Why? Because Brandon remembers our names, lets my boys touch his mo-hawk hair, and takes awesome care of us… So, watch for a video on my Facebook page thanking Brandon… I will get some video of him with my boys…

  • http://www.coachdoug.com Doug Miller

    Hey Chris,

    This is my first visit to your site. And I am newer to the whole social network game… but enjoying and learning. I have been over on facebook posting some videos and blown away by the response, the connectedness I feel with others around the world, and deeply committed to being authentic. That is the beauty of social networking – it DEMANDS authenticity. And that is what I got here on your site. You authentic gratitude for James.

    I once got a guy a promotion and a raise by giving him an authentic and very detailed compliment. I ended my comments with, “I hope you are taking care of this employee because he is taking care of your business.” I got an email from the CEO of the company. I also later learned that my comments were forwarded around the entire company. You just never know what impact you can have by taking a few moments to express authentic gratitude.

    Ok, ok, ok… Now that I wrote all that, I will have to follow through on this idea I have been putting off. There is a guy at the local Whole Foods who my boys (3 & 5 yrs old) love. We can’t leave the store until we go find Brandon and say good bye. Why? Because Brandon remembers our names, lets my boys touch his mo-hawk hair, and takes awesome care of us… So, watch for a video on my Facebook page thanking Brandon… I will get some video of him with my boys…

  • 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.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.

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