Just Do It.

The words have been used in many different ways, becoming iconic in the advertising world as athletes in their Nike shoes and clothes told us all to “Just Do It”.

I am here now, to tell you the same thing.

Just Do It.

We all have parts of our jobs that maybe we don’t really like to do.  Menial tasks, dirty jobs, cleaning – whatever it is – we just don’t LIKE to do it.  Yet these tasks need to BE done – and they need to be done BY YOU.  They need to be done  BY ME.  The fact is, if you work in the Customer Service Industry in any way, these jobs exist and by not doing them, you are creating a nasty environment for everyone you are in contact with.

When you refuse to be a team player, you are making life difficult for your co-workers.  You are making yourself look bad, and you are making it so people don’t actually want to work with you.  Customers can SEE this happening.  They can feel the tension.  They may not be able to pinpoint exactly WHY, but they will know it’s not a comfortable atmosphere.  This hurts business.  This hurts the bottom line.  This hurts EVERYONE.

In my Flight Attendant Role and my Bar-Server Role, the job I don’t like to do is empty the garbages.  I don’t like the smell, I don’t like the appearance – all in all the garbages gross me out.  Sometimes I don’t have to do it.  Those days are awesome!  However – there are plenty of times I DO have to do it.  I don’t like it, and I curse under my breath and I gag a little bit and I am generally pretty miserable about it.  BUT…  I DO IT.  I know it needs to be done, and I know that as part of a TEAM I need to hold up my end of the bargain sometimes.  Also, as a trainer and sometimes-supervisor I would never dream of asking someone to do something I am not willing to do myself.  That is NOT good leadership.  So, I hold my breath and yank the garbage out.

I also know that people enjoy working with me.  Is it ONLY because I will do the dirty jobs?  Obviously not – it’s a combination of being fun, solid and good at my jobs – combined with not feeling any job is beneath me.  I am a team player, and a PROUD one at that.

 

What jobs do you not like to take care of in your place of work?  Let’s discuss!!!

 

 

There are so many different ways to ensure you are providing a high level of Customer Service.

• Smiling
• Being Interested
• Being Knowledgable
• Getting to know your Customers
• Making people feel special
• Smiling (oh.. wait…  I think I said that already!)

But one that a lot of people forget, is BEING PROUD.

Have you ever asked someone “What do you do for work”? and had the following reply? “Oh, I’m JUST a ________”.

Excuse me??

JUST A ????

Why would anyone want to call themselves “JUST A” anything?

Personally, I am MANY things.

I am a Mother.  I am a Wife.  I am a Daughter.  I am a Friend.  I am a Flight Attendant AND a Waitress.  I am certainly NOT “JUST” any of those things.

Choosing those words shows a lack of pride, and having a lack of pride in what you do short-changes not just the people you are dealing with – it short-changes YOU.

Being proud of who you are and what you are doing has a huge impact.

We have a guy at my Bar Job.  To some people, he is JUST a dishwasher.  To me and my co-workers – he’s our hero.  He has such a sense of pride in doing his job well that he makes the rest of our jobs that much easier.  We never have to ask him to empty our dishbins.  We never have to ask him when certain dishes will be clean.  When we do ask him to help with other things, he always smiles and says yes.  He knows the value in what he is doing, and is proud to do it.

We can all learn from my dishwasher buddy.

I challenge you all to find the value in what you are doing.  This doesn’t even have to be in your work-lives.  Find the value in what you do in every aspect of your life.  Be PROUD of what you are doing.  If you are in the service industry – this will translate into people seeing you in a different way.  Your pride will shine through and people will react positively to that.

I bet you will find that you enjoy your job that much more, as well.

 

 

Anyone who has followed me for any length of time knows that I am a self-declared “Fairmont Girl”.  If it’s a Fairmont Hotels and Resorts property, I love it!  I sing the praises of their service levels, their staff and their properties.  Any negative experiences I have had have been dealt with in such an amazingly professional and thorough way that they leave me feeling positive and even more in love.  So I was as surprised as you all will be when I encountered an experience that certainly rivalled, if not out-shone, a Fairmont Experience last night.  This experience happened at the Sparks Lounge at the Delta Ottawa Hotel and Suites.

Betty.

This is a lady who is a career server for sure.  And why wouldn’t she be?  She was AMAZING.  She knew the menu, she knew her drinks and more importantly, she knew how to read her customers.  She helped us decide on our meal, knowing we weren’t looking for anything heavy.  She didn’t try to force us into an expensive dinner.  She recommended we share Tapas.  She recommended her favourite Tapas.  She joked.  She smiled.  She laughed.  She didn’t hover when we were talking, nor did she allow our beverages to get too low before offering more.

She made us feel welcome.

She made us feel appreciated and important.

She was a perfect example of excellence in Customer Service.

Why?

Her excellence is simple.  She took pride in her job, and her place of employment.  She genuinely likes people, and takes the time to develop a relationship with her customers.  She made her job fun.  She made sure her customers had fun.  She was genuine and real.

I don’t often frequent the Lounge at this hotel.  I have a good friend who lives up the street, and when I don’t visit with her, I tend to go outside of the hotel.  However, now that I know Betty, and know how amazing I will be treated – I will be back.  I will encourage my crews to join me.  I will encourage my Ottawa friends to join me there instead of elsewhere around the area.

Betty has turned me into a part-time Delta-Girl.

I hope Fairmont doesn’t mind.

 

It’s such a simple thing.

The Smile.

Yet, for something so simple, and so easy to do – it has a huge impact on the people around us.

It signifies so many things.  Happiness.  Understanding.  Love.  Joy.  Appreciation.  Excitement.  Adoration.  The list goes on and on…

Your smile can also show respect and acknowledgment.  If you are in the service industry in any way, or just plain deal with people in your daily activities – a smile can be your most powerful tool.

Simply smiling at someone shows that you are approachable and friendly.  When you make eye contact and smile at someone, you can instantly put them at ease, and can potentially disarm someone’s warpath, if they were set on one.

Did you know that even if you are dealing with someone on the phone, they can “hear” your smile?  Your voice instantly becomes friendlier and you come across as more empathetic and caring.

Smiling at someone can instantly change their mood.  You can lift someone’s spirits simply by catching their eye and smiling.  If you yourself are in a bad mood, plastering on a big ol’ grin can actually help to improve your own mood as well.  Smiles are contagious, and a real smile can be caught just from faking one.

The next time you are out and about and see someone having a bad day, or when you have to deal with that cranky customer – try making eye contact and smiling.  The eye contact shows that you are focused on them, and lets them know that you are directing that smile at them.  I bet that you will see a difference in them almost immediately.  You can then spend the rest of your day with a smile on your face, knowing that you made a positive impact that day.

 

I am absolutely THRILLED to announce the winner of my very first Giveaway.

Before that tho, I would really like to thank Fairmont Hotels & Resorts for so generously providing a night at one of their amazing properties.  I am forever grateful!

I would also like to thank the amazing staff at the Fairmont Empress in Victoria, BC for providing such an amazing experience each time I am there.  I can not WAIT to go back.

Now…

I am pleased to announce….

oh wait…

Have I mentioned that this lucky person will receive a certificate directly from Fairmont Hotels & Resorts? And that it is good for a night at one of their amazing… oh wait… yes…  I DID mention that.

Alright then…

The winner IS:

@HABWXGIRL / AKA ROSE

Here is her comment: “I try to stay at a hotel at least once a year (even locally) to reclaim some of my sanity! I go by myself and spoil myself and get away from the “zoo” that is home! Some people barely notice their room when they stay at a hotel, for me it’s all about the room! It becomes a retreat for me! Best thing is the solitude and the way a hotel stay makes me feel pampered!”

Well Rose, I can guarantee you will feel pampered during your stay!!!

I can not WAIT to hear about your stay!!!!

Happy Travels, Friends.

-Flygirl

It is always nice to be welcomed home.

As most of you know, I only get to be in my actual home approximately half the time. I spend a great part of my life on the road, living in hotels, and most hotels are NOT home.

Some are so far from being home that you have to shut your eyes tight, and hope for the best.

Some, however, are so close to home that you miss them when you aren’t there. You plot and plan and figure out ways to stay again and again. You smile at pictures of them. You crave their food, and wonder what new drinks are on their ever-evolving cocktail menu. You know interesting and sometimes useless facts about them. You feel like you belong when you visit.

 

The Fairmont Empress (Victoria, BC) is just that hotel.

I have been trying to count the number of times I have stayed at this amazing hotel. I know it’s probably hovering around 10. If I had millions of dollars, I’d visit every weekend! I come back because it’s a beautiful hotel, situated at the edge of one of the most amazing harbours I have seen, in my absolute favourite city. I tell everyone I know to try it because it offers an amazing level of service with a consistency found throughout Fairmont Hotels & Resorts properties.

Some of my favourite Fairmont-isms:

• All of the staff stop and smile when they pass you.
• The food is absolutely amazing.
• The beds are to-die-for comfortable.
• The rooms are clean, cozy and comfortable to be in.
• If you need something, the staff will do their very best to get it for you;
• If the staff can’t get help you, they will find someone who will;
• If that fails, they will apologize. Sincerely.
• You will be treated the same no matter who you are.

My recent trip to The Fairmont Empress was, of course, amazing. I was lucky enough to be staying on the Gold Floor. (If you don’t know about Fairmont Gold – read HERE.) I was greeted by Dillon and Lesley. I have been greeted by them before, but they see so many people, I wouldn’t dream that they remembered me. I was wrong. Lesley smiled immediately and used my name. Also? Dillon APOLOGIZED that my room wasn’t ready. This may not seem like such a big deal, except that I arrived hours before one would expect to be able to check in! The Gold Lounge was offered as a place to relax, and the view was spectacular.

I enjoy being in the Gold Lounge. It’s view, the beverages and snacks, the beautiful furniture, the cozy atmosphere – it’s all lovely. However, I enjoy watching the people more. I admit it, I am a people watcher. I like to observe them, sometimes even making up my own little stories about that. It’s a fun passtime, and in my line of work – there is no end to the people to watch! In the Gold Lounge tho, I like to watch the staff. I like to watch them interact with their Guests, and with each other. It’s like watching a family.

Other staff members to be noted on this trip:

Laura and Bradley who served up amazing beverages and nibbles on the Veranda. Laura claimed the Rattenbury Ceasar was the most delicious I would have ever had – and she was right. Also, when I declined to order an afternoon snack as what I wanted was not on the Veranda’s menu, she seemed shocked. Why of COURSE I could order something from the Bengal Lounge. I was brought the largest portion of Bengal Poutine ever! Still as delicious as ever!

Manon in the Bengal Lounge was another gem. An after dinner glass of wine was in order, and she served it with so much joy and charm that I found myself wishing I could have her bring me another dinner – just so I could enjoy her service longer.

It’s never a surprise when I experience what the Fairmont Empress, or any Fairmont property, has to offer, but it is always a pleasure. I cannot wait to have another wonderful Fairmont Experience again SOON!

I have enjoyed spending time at the following Fairmont Hotels:

• Fairmont Empress Victoria, BC
• Fairmont Winnipeg Winnipeg, MB
• Fairmont Palliser Calgary, AB
• Fairmont Banff Springs Banff, AB
• Fairmont Waterfront Vancouver, BC

Feel free to ask about my experiences at each of these hotels, or any hotels I experience along my travels.

 

I am excited to be using my experience at The Fairmont Empress as the relaunching point for Flygirl’s Travels. I am even more excited to be able to offer my readers a “NIGHT AT THE FAIRMONT”. That’s right!! I am so enamored with my experiences, I want YOU to enjoy your own! Fairmont has graciously offered to provide one of my lucky readers with a certificate that will enable you to have your own Fairmont Experience. Simply leave a comment telling me what your FAVOURITE thing about staying in a hotel is!!

RULES:

• You can only enter once on the Blog.
• If you tweet about my contest, you can get one extra entry. Don’t forget to @ me so I know!!
• Rude comments will be deleted immediately and will not count.
• Draw for the winner will take place on October 9, 2011.

Watch for an exciting relaunch as Flygirl’s Travels becomes purely a Customer Service Review / Advice blog.  Who better than a Flight Attendant and Customer Service Specialist to explore the ins and outs of the Service Industry around North America!  Check back soon for an exciting relaunch complete with amazing giveaways!!!

In the mean time, Safe Travels.

Flygirl