{"id":32246,"date":"2020-11-11T00:00:00","date_gmt":"2020-11-11T00:00:00","guid":{"rendered":"https:\/\/hyken.com\/the-mike-moment\/"},"modified":"2024-01-17T11:33:12","modified_gmt":"2024-01-17T11:33:12","slug":"the-mike-moment","status":"publish","type":"post","link":"https:\/\/hyken.com\/customer-relationships\/the-mike-moment\/","title":{"rendered":"The Mike Moment"},"content":{"rendered":"\"Flower<\/a>We\u2019ve<\/span>\u00a0all heard the old adage: \u201cIt\u2019s better to give than to receive.\u201d\u00a0<\/span>That\u2019s<\/span>\u00a0what customer service people do. They give and give and give.<\/span>\r\n\r\n\r\nThey help solve problems and resolve complaints. What they get in return\u2014hopefully\u2014is a nice thank you, which, when you think about it, is <\/span>fairly insignificant<\/span>, though appreciated, for the work they do. Yes, they are paid for the job they do, but the people who are amazing at this role\u00a0<\/span>aren\u2019t<\/span>\u00a0doing it just for the money. The opportunity to serve is fulfilling. They are customer service heroes.\u00a0<\/span>\u00a0<\/span>\r\n

This brings me to a story about Mike…<\/span><\/h3>\r\nThis brings me to a story about Mike, a teenager I met back in the 1980s when I was still doing magic shows. Mike is a hero of sorts. He watched me do a show and came up to me afterward to talk. He was an amateur magician and wanted to \u201ctalk shop.\u201d We chatted for a few minutes. He came back the next day to watch the show again, and we talked some more. After the show, I was heading to the airport and he asked if he could give me a ride. I took him up on his offer and we had a few more minutes to chat.<\/span>\u00a0<\/span>\r\n\r\nHis car was old, and one might call it a \u201c<\/span>c<\/span>lunker.\u201d He was just \u201ca kid,\u201d and probably\u00a0<\/span>didn\u2019t<\/span>\u00a0have a lot of money, and that\u2019s an important part of this story. When he dropped me off at the airport, the baggage handler came over to check my bags. I tipped him what I thought was appropriate and generous. Mike then reached into his pocket and gave him another $20.\u00a0<\/span>\u00a0<\/span>\r\n

The Mike Moment<\/h3>\r\nAs we said our goodbyes, I said, \u201cMike, you didn\u2019t have to do that.\u201d Mike replied, \u201cIt\u2019s just money, and I\u2019ll get more. He needs it more than me.\u201d Here we are, 35 years later, and I remember that moment, which I call a\u00a0<\/span>Mike Moment<\/span><\/i>. I have always tipped well because I know it is the right thing to do. However, when Mike said, \u201cHe needs it more than me,\u201d I realized how fortunate we were, not just to have money, but to have the choice to give it away. It might be to a baggage handler at the airport, a server at a restaurant, or an important cause or charity<\/span>\u2014<\/span>it\u00a0<\/span>doesn\u2019t<\/span>\u00a0matter.\u00a0<\/span>It\u2019s<\/span>\u00a0about giving and not expecting anything in return. Mike is one of those unsung heroes who is fulfilled through the simple act of giving.\u00a0<\/span>\u00a0<\/span>\r\n

Back to customer service. <\/span><\/h3>\r\nThat agent on the phone who takes the extra time to help answer a question or resolve an issue never brags about what they did for you, never expects a gratuity, or asks, \u201cAren\u2019t you going to thank me?\u201d They give a little extra because that is who they are. They are our customer service heroes. They are like Mike.<\/span>\u00a0<\/span>\r\n\r\nThe next time you have an opportunity to do something extra for your customer, with no real agenda other than you want to do something nice for them, recognize that this is why people love doing business with you. They know you will\u00a0<\/span>always<\/span><\/i>\u00a0take care of them \u2013 that\u00a0<\/span>you\u2019ll<\/span>\u00a0<\/span>always\u00a0<\/span><\/i>be there for them. In your role, you are their hero!<\/span>\u00a0<\/span>\r\n\r\n\r\n
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