The Most Remarkable Restroom Visit Ever: A Model Customer Experience

Credit: Artur84 FreeDigitalPhotos.net

Earlier this month I had an important business meeting in Fort Lauderdale, Florida. Since I live in the Atlanta, Georgia area, my travel plans included departing from Hartsfield-Jackson International Airport.  What normally would be a routine journey through the airport en-route to my flight resulted in one of the most inspirational customer service moments of my career.  I was utterly amazed to find such inspiration accompanied by the sound of flushing toilets.

Over the din of hurried travelers, running water and closing doors, imagine hearing the following as you enter an airport concourse restroom.....

"....Welcome to Atlanta gentlemen.  If a door is closed it is being occupied by someone else.  Please be patient.  This is the smallest bathroom on the concourse. Bathrooms 23 and 29 to your immediate right are 2 times larger than this one. Bathroom 9 to your left is 2 times larger than this one.  Please exercise the urinals in the front as well as the back.  Please allow the technician to service your restroom for cleaning purposes. For those who smoke, your smoking area will be in B-9 and B-24, that's B-9 and B-24.   Welcome to Atlanta gentlemen....."

Credit: Bill Longshaw FreeDigitalPhotos.net 

Over the course of the next few minutes, I heard this announcement clearly, pleasantly and professionally repeated by the restroom attendant as he happily went about his work.  While many rushed in and out as they hurried toward their next destination, several people gave the attendant tips and verbal compliments for his attitude and approach to the restroom job.

I had to meet this man.  Not only to tip and compliment him, but also to learn what drove him to turn a routine restroom visit into one of the best "customer experiences" I have ever had or observed.

With all due apologies for the less than professional photography, please meet Vincent.  What a man he turned out to be.  His story is compelling and reminded me of the following quote from the legendary football coach, Vince Lombardi.

"The price of success is hard work, dedication to the task at hand, and the determination that whether we win or lose, we have applied the best of ourselves to the task at hand."

Vincent

I learned Vincent lost a good job in the medical field when Atlanta's South Fulton Hospital closed.  He was able to secure a job at the airport and currently makes slightly more than $7 per hour.  While the pay is less than his prior job, Vincent views himself as going through a "valley experience".  This being a reference to the Biblical story of Job and the trials God placed Job through before rewarding his faith; eventually delivering and blessing him with more than he previously possessed.

I asked Vincent what drove his positive, enthusiastic approach to the restroom attendant job.  Did he receive any special customer service training at the airport? His response, "Nope.  I just try to make the best of every situation.  I have always approached life that way."

Vincent continued by explaining that he likes to make people feel happy and welcomed.  He loves serving people stating, "I am a people person."  He wants to give people his best regardless of the situation he may be in.

It was amazing to learn that the passion evident in serving his restroom customers emanates from within and not from any specific directives or training received.  In addition, by calling himself a "restroom technician" he elevated what others might view as a mundane job into one with a perceived higher status.  His passion and perspective have been unmatched by any restroom attendants encountered during my business travels.

Vincent's story reinforced my believe that those who excel in serving customers have a special DNA.  He is the living, breathing embodiment of the customer service DNA I wish could be cloned and implanted into all customer-facing personnel.

At his core, he is a genuinely good person.  The type of individual those seeking true customer stewards should treasure.  A person who would be a great customer advocate for any organization, regardless of industry.  One who could be trained on a company's product or service, placed in front of customers and a love affair would develop.   A love affair fueled by the customer's appreciation of the demeanor, working approach, and commitment to serve displayed by the individual.

I left my conversation with Vincent with a sense of heartfelt appreciation.  He reminded me of why I have a passion for customer service and continue to fight the daily battles.  It's basically all about fostering the type of joy created in this world by inspirational people like Vincent;  envisioning the "better place" this world can be when you have people like Vincent who seek to serve in ways many would never dream of.

What is the most interesting place you have found remarkable moments of customer service?  Please share your story and comments.

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