On our vacation, we had five people who really went the extra mile to help us. One person, in particular, took an extra 5-10 minutes to find something for us that two other of her peers said they couldn’t find (with barely an effort). So I took 10-minutes this morning to send a note to their employers this morning to call out their service. Why? It is a way to thank that person, it reinforces the attitude that is is important to care about other people’s concerns, and it hopefully encourages their companies to encourage their employees to care (note: it is a two way street – employers have to treat their employees with respect and also reward them in ways that impact the pocketbook).
Of course, what very well may happen is the employer will get these notes and start enforcing habits that don’t necessarily encourage better behavior but actually soliciting more comment cards 🙂 But, I have to hope for the best.