Customer Happiness is Virtually Free

My dashboard clock shows 8:55 AM and I am taking the final turn which leads to my office in D3. As I am thinking about the stressful day ahead, one sight always fills me with positivity and optimism.

 It is a particular security guard who also doubles up as traffic warden in the morning. While others stick to their job description of ensuring the traffic is smooth, Calvin (I found out his name later), greets you with a broad smile, a big wave, mouthing good morning. He tirelessly did this every day and to everyone. See the video to get the idea.

 I often wanted to stop by to thank him or get to know him better. But the traffic behind and day ahead always came in the way. But no matter how sullen I was, the sight of Calvin going about his job in the morning heat filled me with happiness and enthusiasm.

 After four months of WFH when I drove back to office, he was nowhere to be seen. After a bit of investigation, I found out that he had resigned (not sacked) & would be leaving Dubai soon. The other guards didn’t have his phone number, so there was no way of contacting him.

 Calvin taught me an important lesson that no CRM software, customer data can replace a person who greets you with a genuine enthusiastic smile. I am sure my fellow commuters to D3 would agree.

 It would be great if TECOM is able to retain him and retrain others. We all need more smiles and positivity.