THE GREAT & HERO DEFINING MOMENTS

The inspiration for this initiative and therefore this article originates from the great and hero-defining moments that are lived and instilled by the exceptional people that go far beyond the boundaries of their job responsibilities, particularly in the UAE. Such moments almost always demonstrate the character of the frontline service providers and show that they not only have a customer-centric approach to work, but a sense of humanity to life. These thoughtful gestures, which are seemingly trivial but actually monumental, have an impact on a customer’s life in ways both big and small.

I am fortunate to be witnessing and working firsthand in an industry that contributes to our society on the frontline of services. People in our industry are genuine givers; they strive to shine a light on the daily routine tasks that elevate the guest’s experiences to keep them coming back for more. They play a pivotal role in building an atmosphere of trust, confidence, and loyalty among our clients, leaving a beautiful impression that lasts. And due to the impact of technology and a fast-paced lifestyle, we have become vulnerable: we are now missing out on those special moments and are rarely acknowledging the people behind them. These are moments where we were embraced, our needs were anticipated, and later they were met with exceptional service. 

The individuals contributing to the condition of these services are the greatest assets that a company possesses; they are the core of every service-oriented business. Therefore, they are the ones that move the companies forward, polish their reputation, genuinely impact people’s lives, and teach us about hard work and perseverance. They are the true ambassadors that reflect every aspect of our companies and brands.

“They are the producers, directors and props teams who operate off-stage to make the production successful.” (Sokale, 2016).

In conclusion, they are the authority behind delivering customer satisfaction.

Given the outstanding and irreplaceable aspect of having proactive and driven members of the organization delivering on a daily basis, there is, by sharp contrast, a colossal underappreciation and recognition of their heroic efforts that contribute to both business and life. The problem is that we lack a sophisticated system for gratitude and rewards because we are out of practice, out of touch, and perhaps have not slammed this giant box of reality on the table of corporate discussions. To begin, some questions to keep in mind regarding these warriors are the following:

1. Are we, the guests, acknowledging the people for these moments?

2. Are they being recognized and appreciated in their respective workplace? 

3. Are their hard work and persistence for perfection taken for granted?

The noble impact that acknowledgment creates is very vital in our society; it enhances and builds on people’s confidence and has an unusually precedent-setting effect of happiness. It can start with a simple gesture and ends up creating a vehicle for boosting an employee’s morale that helps loyalty, builds alignment around personal and corporate goals, and increases productivity. 

We need to, as a customer centric community, share the stories of strivers, showcase their importance, and continue to elevate their real value. Stories of great contribution attract us, move us, and inspire us to new heights for ourselves. The more people we have serving faithfully on the frontlines, the better chance we have to elevate our standard of life because it’s all about the people and nothing less than the people. 

I wish to, with the help of our community, express and share the spirit of this benevolent class. I am proud to officially present the Meet the True Frontline Champions Series who are “behind the scenes” and in the “wings”. (Brenda Howes, 2017). I believe these phenomenal champions deserve recognition, which I hope will serve as an uplifting force to our UAE world.

Do me a small one: if you have someone you know who has gone ‘the extra and special mile’ outside of their day to day role, the community wants to hear from you. We want you to share your stories that will motivate, inspire, and shed light on our people. Share below in the comments. Their efforts and dedication are so appreciated and make a world of difference!

I would like to thank everyone for your commitment, and for working so hard and diligently to make our visions breathe.

Sami Al Kouatlli ?

This article reflects my individual views, without any relation to any organization I represent. The generated content is based on my personal experience that has been enriched by great inspirational individuals that cross my path.