Fast food restaurants Vs. In-door skydiving: The relationship between passion and customer service

Going to a McDonald’s, Burger King or Wendy’s, driving up to a window ordering a burger, fries, and a drink should be easy. I mean really its a few simple steps. You order your food, you pay for it, and you receive it. They place your order, take your money and get the food. However, I would say when I go to a fast food restaurant I am constantly expecting something to go wrong because that has been my experience for so long now. I think a lot of us have that attitude. We’re pretty sure the line will either take forever at the drive through, they’ll mess up our order, they’ll forget something we asked them to put in the bag…we just know it. Not to mention we’re fully expecting no enthusiasm from the employee from the beginning the end of the process. In fact, saying they seem like they hate their job would probably be a fair statement.
Okay, I went in-door skydiving recently and when I left I was thinking about the service just as much as how much of a good time I had. You’d think the only thing on my mind would be how awesome flying in a wind tunnel was….yet, I couldn’t stop thinking about their customer service. In-door skydiving seems a little bit more involved than a visit to a fast food restaurant, yet the processes were so much more efficient and simple and the customer service was 20x better. Everyone I spoke to was pleasant, relaxed, and fun. They all took their jobs seriously but interacted with me in a way that made me feel comfortable being there, made me not nervous, and made me feel like I was dealing with a professional. If you’d never flown in the wind tunnel before (which 2 minutes of time is equal to 3 skydives from 13,000 feet!) you took a 5 minute class, put on some gear, and you were in. (Literally faster than going to a drive through window) If you’d been before you didn’t even have to sit through the 5 minute class at all. The instructor is so confident in his ability and the simple signals they have to help you, everything happens like clockwork. After our group had gone into the wind tunnel and “made our skydives” the instructor then got in there and he put on a short show for us. All of the instructors get to do this at the end of their classes.
That’s when it hit me, the difference: Actually loving what you do. There is so much to be said for being passionate about your job and what a difference it makes. I think I’ve noticed it more than ever recently. Most of the people at the fast food restaurants we visit are teenagers who are working to just get by. I’m not trying to stereotype but based on my experience at fast food restaurants those who seem to love their job are few and far between.What I’m beginning to notice though is that while I gave the example of fast food workers, there seems to be a growing number of people who simply hate their jobs and count the hours until their day is done. It’s written all over people’s faces in grocery stores, restaurants, banks, cell phone stores, corporate America, it’s everywhere! It really is a shame.
Loving what you do creates a passion in people they don’t even realize. They smile without thinking about it, they provide great customer service barely having to try, and they are focused on making you as passionate about what they do as they are. As a customer I LOVE going places and dealing with people that love their jobs. I love the smiles and passion they bring out in me. I love the simplicity of the transaction, and the good old fashioned business relationship you actually build and enjoy. And just the opposite is true…I HATE going places and being around people who clearly don’t want to be there and don’t like what they’re doing. Negativity, as well as being positive is so contagious!
So if you have a choice between a job you’ll love and one you’re not so sure about…even if you’re going to make more money at the one you don’t love….think about it, and think hard. Passion changes everything..maybe even your opportunity for growth in that company in the future.
And if you get a chance…check out Skyventure NH, you won’t be disappointed. The energy is contagious. http://www.skyventurenh.com/index.php




http://recreation.leapfish.com/Sky-Diving/NH/Freedom




http://www.knowmore.org/wiki/index.php?title=McDonald's_Corporation

NBTA 2010-Houston, TX

NBTA 2010-Houston, TX

I had my first experience attending the National Business Travel Association exhibition last week. What a great time! I arrived in Houston on August 7th, VIA Southwest airlines. I have to say, I was quite impressed with the service on my flight and we even arrived 35 minutes early! What other airline can you fly where they call someone up to the front because it’s their birthday, put a crown on their head made out of tea bags and straws and then ask everyone to shut their window shades, push their call buttons (as candles), sing happy birthday and then “blow out the candles” by shutting off their call buttons? Not many! Good job Southwest!
Houston itself is a very hot, humid city, with not too many exciting things to do. This makes it the perfect place for NBTA! People actually walk around to the booths instead of spending time outside or touring the city On Sunday, I had the privilege of attending the “first timers” luncheon. I wasn’t sure what to expect but it turned out to be a great way to get some brief information about the history of NBTA. We also got to watch a presentation by Dan Thurmon. www.danthurmon.com I was extremely blown away by his performance. Combine motivational speaking and acrobatics and you have Dan. Who else can juggle to the pace of his story or juggle axes on a 6 ft unicycle? No one else I know!
The three days of exhibition were a great way for us to meet face to face with clients we had been corresponding with through e-mail. I always value meeting people in person. There is just something still so important about this. Maybe it’s even more valued now that it happens so less often in our technically advanced world. Thanks to everyone who stopped by our booth to meet with us!! I’m looking forward to doing business with you in the near future!
I really appreciated listening to Richard Branson speak. He seems like a really genuine guy and has done so many different things in his life. He was a great pick to be one of the speakers.
Lastly…the parties. The travel industry is one FUN industry, let me tell you. From Astros games, to House of Blues, to hospitality suites. There is always a good time to be had. A special thanks to all of our new and old friends who we shared many laughs with!
Looking forward to next year….Denver 2011!