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Customer (and Daddy) Delight

In our customer service programs, we often talk about
"customer delight" and exceeding expectations. Businesses
have a terrible time creating real loyalty, truly
capturing the heart and mind of customers (and employees)
-- but it may be the most valuable aspect of a successful
organization.

For me, "delight" is one of those wonderful words that has
a richness and emotional pull – probably because of my son.

Max, or "Maxie Boy" as he calls himself, finds delight
around every corner. I vividly remember his delight two
years ago learning to walk. Sitting on an airplane right
now, I can see his face as he jumps off the arm of couch
over and over, sprawling onto the cushions and smiling.

Maybe my delight in Maxie's delight is one of those
hard-wired responses that help parents nurture their
children. Whatever, it works! I can think of no greater
pleasure than seeing my children truly delighted.

I was talking to a colleague at Disney World and telling
her about a recent family trip there, and how fulfilling
it was to see my children so enchanted. She said that
all she needs to do to make a parent's day is come up to
a child and play along with the fantasy -- for example
with one of the hundreds of little girls in a Cinderella
dress, saying, "Oh, is that you Cinderella? What a
beautiful dress you have on today?" She said the parents
just light up as the kids do. Whether that's training or
instinct, this woman gets it!

The words she used about "lighting up" are so apropos.
When Max is running around the beach, he comes bounding
toward me splashing along the edge of the water, and it's
like I'm basking in the glow of sun. He turns that 1000-
watt smile toward me and my heart overflows with
appreciation and wonder.

I frequently tell my children, "Thank you for letting me be
your Daddy," and maybe it doesn't make sense -- but I feel
it as a gift. The connection goes far beyond a transaction
of ideas -- it is emotional and spiritual as well. In
Maxie's glow, I am more fully alive. And with that kind
of service, what can I say -- I am a customer for life.

Whether on the job or at home, maybe this week you can
shine a little more delight on your life and those around
you? I'd love to hear your ideas of what you do to
experience this exceptional feeling at home and work.

Delightfully yours,
- Josh


This is an EQ Reflection from the Six Seconds Emotional
Intelligence Network. Please forward to others, and please
keep this part too:
©2004, Joshua Freedman, http://www.6seconds.org