Points to Ponder: “The deepest principle of human nature is a craving to be appreciated.” -William James, American psychologist and philosopher.
In India, there is a saying: Khushi Khuda Ko Bhi Pyari Lagti Hai (Even the Mightiest of Mighty loves praise.)
Story Line: In the restaurant the server was very friendly, caring, and sensitive to our special needs, while handling everything with a smile. We felt so good that while signing the bill, in whatever open space was available, I thanked her and wrote: You made this day extra special and memorable. She took the bill and within a few seconds returned. She had tears in her eyes. She told us that in her 37 years of service she had never received a note from a customer, and especially ‘this was so touching’. She informed us that it was her last week before retirement and the note was a memorable gift. From that day on, whenever I receive a good service, I have made a point to write a note to the server. (Everytime I do that, my wife exclaims “There you go again. Writing an Essay.”)
In 1995 our boss took us to a meeting with the senior executive about a huge customer order. Our team presented why it was impossible to meet such high demand in that environment. I was very impressed with the way the senior executive motivated the entire group about possibilities and showed the confidence in group’s capabilities. After returning to my office, I sent him a note appreciating the way he created positive self-expectations and winning attitude.
A few weeks later, he saw me in the hallway and asked if I was the guy who sent that note. Then he took me to his office and while showing my note posted on his wall, told me that he had taken it home and showed it to his wife and daughters. He seemed very happy.
Many years later, I ran into him at the sky harbor international airport. By then he was already the Chairman and CEO. He recognized me and said that he still had that note.
In my last place of work, the café cook made very delicious fish. After the meal, I would go and thank him. A few years later, my wife and I were at a Greek restaurant and I ordered fish. When the server brought food, he told me that the cook had put special touch on the fish. He pointed at the kitchen. I was pleasantly surprised to see the smiling face of the guy who used to be at my place of work.
Reflection: I have been fortunate to have met many kind and generous people who have shown their appreciation in various forms and in many different ways. It has been the fuel that added fire to my motivation, loving work and in looking forward to the next day.
In 1984, the start-up company I was working for had our very first customer audit by McDonnell Douglas Corporation. After three days of intensive scrutiny, the auditor from McDonnell Douglas took his tie pin (small DC10 replica) and put it on my tie. In the presence of my peers and management, he mentioned that while other customers follow “Don’t ask Don’t tell to the auditor" approach, we were so proud and excited to show him everything, even more than he would have asked. He had never expected that from a small company. I have never forgotten that scene. In my not so good understanding of manners, I casually asked if they also made F15/18 tie pins. A few weeks later, I received another tiepin in the mail.I have held them dearly and kept them in the bank safe deposit.
“If you give appreciation to people, you earn their good will. But more important than that, practicing this philosophy has made a different person of me.” - William James