The Joy of Serving

This weekend my wife, Melody, and I spent a few days in beautiful Lancaster County, Pennsylvania, for our annual getaway to celebrate her birthday. While we have visited there on many other occasions this trip was different because we chose to explore some towns, shopping venues, and restaurants that have not been part of previous itineraries. One of those experiences inspired this week’s journal musings.

Saturday morning I had arranged to take Melody to Doneckers, an upscale fashion complex in Ephrata, where a personal shopper named Yvonne, had been reserved to assist her in finding the perfect outfit. When I spoke with Yvonne on the phone a few weeks prior to our trip I could tell she loved her job. Seeing her in action reminded my about the pure joy that comes from serving others. Don’t get me wrong; Yvonne is probably well compensated for her superb attention to customer service. But I sensed a true love for her work that transcends a paycheck.

First, she set about making Melody comfortable; seamlessly engaging in light banter while quickly discovering the items we were looking to purchase. She led us throughout the store gathering clothes from the racks that fit the size, color, and style preferences Melody had described. Then it was off to the dressing room where outfits were donned, observations offered, and advice cheerfully given. All the while there was delightful conversation and laughter adding to the serious work of fashion and fitting. Eventually, yours truly was asked for my opinion as each outfit was modeled privately without intervention.

The time passed quickly as Yvonne catered to the wishes of her personal customer for that particular hour of the day. There was no attempt to hurry a decision or rush to judgment. Options in fashion are meant to be open and flexible. There were multiple trips to various parts of the store gathering merchandise or searching for just the right color and size. Nothing was overlooked or taken for granted. In the end, only a budget stood in the way of what would leave and what would stay behind.

As I watched this study in customer service take place I wondered how much training and experience supported this seemingly effortless experience. Yvonne was not the only person offering this high level of personal touch to the customers in the store and on the phone. While waiting I observed and overheard conversations that indicate Doneckers understands the power of personal service.

The inspiring leaders I know are always focused first on the needs of others. The concept of serving is so engrained in their consciousness it seems like it’s in their DNA. You might think that happiness is required before first class service can be delivered but, as I observed this weekend, real joy grows out of the act of serving. Thanks Yvonne for illustrating this so beautifully!