He Likes to Fly Under the Radar - episode 149
We had David Crisp’s wife on last week, B.A. Crisp. And I have to tell you how we met because it’s extraordinary. David wrote me an email sharing with me how wonderful his wife is, how she has survived more things than most of us go through in a lifetime, and how she is now a published author. Would I consider having her on as a guest? The letter contained exactly the things I love: it was authentic, transparent and vulnerable. Of course I said yes.
When I asked David to be a guest, he was hesitant. He explained he is about being the support behind the scenes, flying below the radar. As I see it, everyone has a story, and I was already grateful for his. The love he has for his wife. Then the email she got circled in on, and the effusive appreciation she had for him reaching out to me. Truly a beautiful thing. I’m so glad I got a peek into the love they have for each other. Isn’t that what it’s all about?
Father. Husband. Servant.
— David Crisp
It Makes a HUGE Difference
Thoughts from He Likes to Fly Under the Radar
As I was looking back over my notes based on my conversation with David, I couldn’t help but notice we have similar mindsets. Words and phrases chosen with intent. Respond. Create. Fulfill. Being of service. Follow the passion. And the idea that people will more readily trust someone who is genuine. Yes, I believe that too. I think that’s why David’s letter singing his wife’s praises moved me. It felt real, not ultra-polished, uber-perfect, and mass-produced. Once you get into that slick territory I’m out because you’ve lost too much of the humanity of the thing.
Therein lies the rub. How do you keep the heart of a thing, get it out there without losing the human touch? Good question. I think in general when things get too big they lose some of what made them good in the first place. This is true certainly as individuals but also in the companies we patronize. Three examples of recent customer-experiences I had come quickly to mind.
1) The phone-maze-menu with no resolution - actually designed so you cannot, or will not, get a live person. Say “representative” or press “0” and you will get disconnected. Repeatedly. Oh, yes. And I’m paying for your services big-name-rental-car-company-one-of-the-first? I was definitely not “rewarded” as you claim. Not unless you go back and show up in person, talk to a live person, one that actually cares about your experience because the first two definitely did not, will you actually be helped. Thank you Melody at the Salt Lake City airport. She went above and beyond in meeting our needs.
2) The phone that rings into infinity - hmmm, don’t people work there? The hours logged in trying to get help. Ridiculous. Not unless you try the “pro” desk, and you’re not one, will you actually get a person. You might get lucky and get someone great, or you might not. It’s a crapshoot. Probably won’t shop there again, big-name-home-improvement-store-but-not-the-first-one-you-think-of. You advertise how “people are at the heart of all we do.” Definitely not. Not unless you happen to get Maureen who went more than the extra mile, calling me on her days off to make sure we were being taken care of. She should be running the entire store, seriously!
3) Getting an email back - after writing to a company asking if they might be getting more colors of a certain jogger pant I like, a woman emailed me directly. Really, how often does that happen? She had questions, and was curious about my thoughts regarding the pants. Was there anything else I had to share? We emailed back and forth a bit. Then she invited me to a zoom session where she wanted to chat further. This was done in a casual, relaxed fashion. They want to send me some free stuff. I told her that wasn’t necessary, that wasn’t the reason I emailed. Shannon, you are a stellar employee. Coolibar is lucky to have you. That is the company’s climate, “to provide superior service” which they definitely did. (Many American companies, take note. Can’t you do better? You sure need to.)
Folks, this is how businesses should be treating their customers and clients. Like you want to be treated. It’s pretty simple really. Go above and beyond what is expected. Serve. And if you yourself (managers, higher-ups, owners, CEO’s I’m talking to you), do not want to be on hold forever, be disconnected, encounter surly people, or not be able to get a solution then by all means, keep doing what you’re doing. I am going to seek out companies who are doing better who still have the human touch. It makes a huge difference.
Go above and beyond what is expected.
— RCN
A staple, my Coolibar pants
