What a wonderful opportunity to have such a historical figure in our presence.  Often times we take these things for granted. Unless you are involved in the planning and execution of such and undertaking, it is easy to misunderstand the time, energy and resources it takes to host such and endeavor. My hats go off to Catrena Norris Carter, Regional Coordinator of the National Voting Rights Museum and Institute.

As one that promotes respect and decorum in the workplace, it was disheartening to me that during the presentation I heard cells phones going off during Ms. Mandela’s presentation.  I feel certain this was a error, but lesson to all- when you are going to an event such as this, turn your phone on vibrate. Not only is it rude to the presenter, but it is also rude to the others trying to hear.  Most of all, this a poor reflection of you on your lack of attention to detail.

It can happen to any of us, so please just remember to check to be sure your phone is either off or on silent when attending an event. You will save yourself the embarassment and disapproving stares.

We are grateful for Ms. Mandela’s visit to the Magic City. I hope that she will not be offended by the cell phone disruptions. This is not what we want South Africa to think about how we respect their dignitaries.

Today was a great day in Birmingham!

Here is what a recent coaching member has said about working with Dallas as her professional coach.

Helen Holston On Working With Dallas As A Coach

On Thursday morning, March 4, 2010, I received a wonderful e-mail from my co-worker Sharon Butts that you had written a wonderful commentary on your experience flying with Delta Air Lines from Birmingham, Alabama to Las Vegas, Nevada, February 25, 2010, where you where attending a meeting.

Please allow me to re-introduce myself to you and officially thank you for writing such a meaningful letter in Personal Excellence Magazine. I am not a subscriber of the magazine and I would like more that anything to learn and follow you so I can continue to grow in Customer Service.

My personal understanding is what my parents taught me at an early age to always treat people the way I wanted to be treated. That for me is the basic rule in Customer Service. I believe from there you learn and watch others on how they respond to people.

If I remember correctly you where very attentive to what I was attempting to share with you. I do not believe that people always want others to do things for them as much as they want to share and show them how so when there is no one there you can feel secure in doing for yourself. You gave me such the experience and joy of allowing me to service you and assist you to your next endeavor. I cannot thank you enough for recognizing my attention back to you and sharing it with others.

As much as you make a difference in peoples lives I pray that I to make a positive impact with others. I am always willing to learn new ideas and tune up what I have learned from others in my past to even make me a better person. This experience has opened my eyes to you and your books, and I want you to know that I am going to be seeking you out in the book stores. I hope that you will continue to fly with us here at Delta Air Lines in Birmingham. You are a First Class Lady and we want you to always enjoy your flights with us.

From me to you, I accept your Lagniappe Service Award@ with great humbleness and understanding that the next person you come in contact with can have a major impact on your life. Dallas, you sure have made a major impact on my life and the only way I know how to say thank you is to keep on improving my Customer Service.

Please keep in touch with me and let me know in advance when you are traveling in and out of the Magic City so I can share even better service with you, your family and friends.

Soaring To New Heights:

Many had to leave early; however, we are staying and additional day so we can go to the Grand Canyon tomorrow.

So far the service at the hotel has been a pleasant surprise. Today my husband forgot his  iPhone in the food court area at the resort.  He left the meeting room searching for the lost phone. He returned to the lunch area and asked the people around the area if they had seen his phone.

When I returned from the close of the meeting, he shared with me that he was afraid that it had been stolen. I asked if he had checked with security to see if someone had potentially turned it in.  I could see the concern and frustration on his face. I asked if he had checked with security.

If you will recall during a previous posting, I had to visit security to retrieve my Real Men of Reality TV calendar as well as my meeting materials.  I called security and gratefully someone had turned in this phone.

Fortunately I was aware of who to call if something was missing from the food court due to my prior experience.  Ironically, what was an embarrassing situation for me helped us located his phone. There was no way anyone would have known who to call.

God has an amazing way to offer that helping hand, even in the most unusual situations. You just have to be aware.

I will keep you posted on the final day and they the return home.  This customer service report is leaning on the more positive side even though it began quite the opposite.

When I called to get the message, I was told by the concierge that my Real Men of Reality TV calendar was found and waiting for me to pick up at security.  I had not even realized that I had left my  bootcamp materials under the table at the food court last night.  I find it humorous that they did not say that my conference materials had been found.

The calendar was given to me by my friend Beth Bridges, The Network Motivator and Membership Director for Clovis Chamber of Commerce earlier yesterday. Now, thanks to Beth, I will be known as the lady that misplaced her Real Men of Realilty TV California calendar. Wow, now that is the right impression for the Impression Engineer®.

All kidding aside, what is the lesson here? Be careful what your friends give you, because you just might be held responsible for the percieved perception.   I was so tired, I totally forgot. Regardless , it was nice to have that message so I could pick it up my materials at the break.

I must say that the stuff I preach about the power of relationships and connecting is ever so true.  In two days, I have already met some new amazing and dynamic individuals, while reconnecting with others. 

I will be taking some video of the event along the way.

Until tomorrow:

Dallas Teague Snider, America’s Impression Engineer®

www.makeyourbestimpression.com

It seemed that everyone I encountered today had a spirit of kindness.  When I arrived at the hotel, they did have a room ready so I could refresh before I joined the others for the meeting already in session.

The initial entry onto the property was appealing and the first desk representative was very helpful. 

Ironically I met three Julie’s today. One of the plane from Atlanta to Las Vegas and the others that are attending the same meeting.

It is now 1:07 a.m. my time and I am about to fall down. I wanted to let you know that so far the hotel has been a pleasant experience. A far cry from what I encountered yesterday on the phone.

Have a great Friday! I will keep you posted as the trip continues.

Dallas Teague Snider, Business Etiquette Expert and Customer Advocate.

Suddenly, 4:40 a.m. arrived, and we (my sweet husband and me) were off to the airport. When we arrived, we approached the Delta counter at the Birmingham International Airport. Since I had been delayed the day before, I was unclear if I had already been put in the system.  Approaching the kiosk I asked the Delta agent behind the counter, “Excuse me Sir, since with this type of ticket do I need to check-in at self service or check-in with you? “ 

With a pleasant demeanor and comforting tone Paul responded. “You can use the self check-in option, but I would be happy to help you. Where are you headed to today?” 

“I am going to Las Vegas.”    

“You are going to loose wages?, he smiled.”

“No, going for a business meeting.”

 Paul continued, “How many bags will you be checking today Ms. Snider?”

 “Just one thank you.”

“Would you prefer a window or an aisle seat?  Unfortunately, your connector is sold out, so I cannot confirm your seat for Atlanta; however, they can assign you a seat when you arrive at the gate. Please drop your bag off at the TSA area. I will request a window seat for you, but since we are sold out you may end up with a middle seat. By the way, I really like your name.”

“Thank you very much. I really appreciate all your help.”

 “It was nice to meet you Ms. Snider, have a good trip.”

“Thank you, Paul.”

Wow, what as a difference a day can make! What was different about today than yesterday? Remember, I am not a morning person. I still do not like to get up at the crack of dawn, or pre-dawn. I am still missing half of my meeting that I have paid to attend. What is different? Paul is the difference.

In less than 24 hours, someone, Paul, decided to anticipate a need and be the solution. Could I have used the self check-in? Certainly, I was prepared to be ignored. However, Paul treated me with Lagniappe Service, doing a little something extra.  I did not get Paul’s last name because it was not listed on his name tag. I hope that Delta Airlines will find a way to honor Paul’s great service to recognize that little things do make a difference. You never know when a customer service advocate is next in line.

Today my Lagniappe Service Award® goes to Paul, the Delta agent that made my day a bit brighter. Thanks Paul for being a light for customer service and Delta Airlines.  You are a tremendous asset to their team.

I will be traveling through Tuesday, so I will keep you posted. Customer service is something that we can talk about in board meetings and strategic plans, but the reality is when the rubber meets the road- on the front line.

Stay Tuned… more customer service experiences to come -the good, the bad, and the ugly.

www.makeyourbestimpression.com

www.purposewithoutlimits.com

All passengers were told to report to the gate to be reassigned the next available flight. After about 1.5 hour standing in line (making the best of an uncomfortable situation), I finally reached the desk. The agent Mr. Ryan T. did his best to serve those of us stranded and those trying desperately to check-in for their flight.

After a time of key punching, I was told that I could get out at 4pm; however the connecting  flight was on time so I would not make the final connection.  The soonest they could get me too my destination was on a 6am Delta flight tomorrow morning.

What is the cost? First of all, I know it is not the agents fault, and I would prefer not to fly in a faulty plane.  My event begins tomorrow at 8am, so I will be missing the first portion of the meeting. That of course is a monetary cost to me.

Next I sat down to call the hotel Green Valley Ranch Resort to let them know that due to the cancelled flight I would not be arriving at the resort this evening and to change my arrival for the next day. Of course, I wanted to be sure to call the hotel in enough time so that the could release the room and I would avoid the charge per their policy.

Keep in mind, when I called the hotel I had already been delayed, cancelled and completely inconvenienced.  When the hotel operator answered the phone, I explain the situation and she said she would transfer me to someone that could help. When that someone finally answered the phone, after repeating again my conformation number and situation, I was asked to be placed on hold.

 When the agent returned, she said, “It would be best if you speak to the front desk to handle this.” I replied, “I don’t understand why you cannot share this with the front desk as I have been through the ringer- bad day.” Keep in mind, when I was transferred I was told that I was being sent to someone that could help me.

The agent replied, “That is what I am trying to do. I am sorry you are having a bad day, but you don’t need to take it out on me.”  I countered with, “I am not trying to take anything out on you, I just don’t know why you cannot tell the front desk since I was transferred to you. Do you know why I was transferred to you?” “I don’t know, I just answered the phone.”

Well, needless to say the agent’s response to me (the customer, meeting planner, business etiquette speaker, customer service expert and radio show host) was not in the best interest of the hotel.

How should they have responded? Like this,” Ma’am I am sorry you are having a bad day, unfortunately they transferred you to the wrong department.” She could have also said, “I will be happy to tell the front desk you will be arriving tomorrow.”  She didn’t do either, but instead decided that she would not empathize with a client’s situation, but tell me I didn’t need to take it out on her.

I called the resort to talk with the management. It is unfortunate when things like this happen, (especially when you are working with another vendor or organization) that negatively impacts your brand image.

Will I think twice about booking a meeting at this property? Yes, I will. They now have huge up-hill battle to climb, because someone had a chance to be the solution yet chose to be defensive and not truly listen to the customer. In fact, she basically called me down and did not even understand how she missed the mark.

As a business etiquette expert, speaker, author, and meeting planner, let me encourage you not to make the same mistake. If you can make something easier for a client, just do it. They will remember you as the one that made their life a little better that day. Not the one that just added to their stressful and frustrating experience.

So who suffers here? The flight delay cost me time, money, and undue stress and frustration. It also cost the hotel which now has a professional blemish that could have easily been avoided with the right attitude and willingness to really listen to the customer and their needs.

You believe with the right tools anyone can achieve their true potential.

You understand that one new idea can change your world today.

You adopt the belief that attitude if everything.

You believe that learning is a lifetime activity.

You are always looking to expand your knowledge and personal growth.

You are someone who believes learning from others is priceless.

You know that working the right way is better than working harder or smarter.

You are ready to work with someone that can offer you encouragement and focus.

You are open to direct and constructive feedback to help you achieve your goals.

You are tired of letting opportunities pass you by.

You are a meeting or event planner looking for a program that will benefit all generations.

You are seeking a keynote or workshop speaker for your next meeting or training program.

Welcome Auburn University Students

We are pleased to have Ms. Merilyn Hand working with Make Your Best Impression this semester. She is our College Marketing Coordinator and her mission is to help you prepare for life after college and beyond. We have created this page specifically for you. Below you will see special packages of materials that you can download today and get started. If you prefer you can also order items individually.

Register Today for Our Campus Special Event

April 2010 – “Inside the Author’s Studio” 

VIP Reception

Autograph Session/ Photo Opt

America’s Impression Engineer, Speaker, & Author is coming to Auburn

Dallas Teague Snider is coming to Auburn for one special evening. Hear from this author, radio show host and business owner, how to put your dreams into action. Did she always want to start her own business? What is the story behind the story? What experiences in her life, led her on the path to help inspire others to reach their true potential. Will you survive the EtiquetteGal?

Email: Merilyn Hand merilyn@makeyourbestimpression.com for information.  There are some volunteer opportunities available as well.