Dick Heidt - City Magazine

As I approached the far right lane, I opened
my window to swipe the card. Just then, I
caught a glimpse of a shadowy figure inside
the building.
The shadowy figure was waving me
down! My mind went crazy: “What have I
done?” “Did I park in someone else’s spot?”
“Was I speeding down the spiral?” (I may
have been.) “Do I have someone else’s card?”
“Am I in the wrong lane?” “Why is he waving
me down?”
Figuring I must be in trouble, I swiped
my card then paused. In this moment, I
turned away to put my card on the seat next
to me, all the while waiting for the shadowy
figure to come forward, revealing him or
herself with some sort of “parking ramp directive”
that would include negative contractions
like “shouldn’t” or “don’t” and perhaps
an expletive thrown in for extra effect.
My mind continued: “Oh, great! I’m
only here a half-day, and I’m already in
trouble?”
The moment I turned back to “face
my fate” was the moment that completely
changed my perspective about the parking
ramp.
As I paused, he noticed me sitting there.
At that moment, he looked up and with a big
smile, waved enthusiastically and went about
his work. Turns out he was waving at me, not
waving me down. What a pleasant surprise!
Since then, every interaction with the
parking ramp folks has been similar; they
smile, look me in the eye and call me by my
first name, all the classic caveats of a great
customer experience.
For a job that some might say is a bit
mundane, they remain consistent, professional
and just plain nice, clearly doing what
they love and loving what they do.
The Rainmaker Group specializes in talent
management, cultural transformation and
strategic intervention to help organizations
maximize possibility.
NEW NEIGHBOR WELCOME SERVICE
Welcomes you to Bismarck-Mandan
For Free Gifts Contact:
Verdeen at 391-0094 or Ileen at 400-2919
or email us at newneighbors@bis.midco.net
Spring Fling 2009 23