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Two years ago, I was at this hotel, Royal Palm Resorts, during Panrotas conference (thanks Guillermo Alcorta), and I was...
watching the garden, and saw a "jabuticaba" tree (Brazilian fruit). It was a long time since I had eaten that sweet fruit...
Noele Rodrigues (hotel employee) appoaches me and, with eye contact and a smile, says: "this tree was planted just for you...
it is your tree". She directed me closer to the tree. I start eating many "jabuticabas" while telling her why I loved that fruit
We stayed there for some minutes, I thanked Noele and returned to my room to prepare myself for the night speech.
The next day, I checked out, and another nice employee told me there was a little box left for me...
I opened the little box and, for my surprise, it was full of delicious "jabuticabas" with a little note inside:
"Mr. Oliveira, I enjoyed talking to you yesterday. Thanks for sharing the story of your childhood with me. I hope...
that these "jabuticabas" bring much joy to your business. I hope to see you soon. Noele"
That is what the new client wants: customer service. There is "no" training for this type of excellence. It is pure gold...
and I know there is gold all around us, but we do not take the time to search for gold like Noele. We compromise, then,
by getting the "available" one. We need time to find gold. A resume may mean nothing (even with a Harvard PhD) until I take
the time to look into his/her eyes. There I can feel if that person is really "hungry" for that job. "Jabuticabas" is a great
example that not even Disney University can predict. I am sure Mr. Dias never trained Noele to give "jabuticabas" to a client.
This is pure excellence. Pure excellence, my friends.
And I end my presentation recognizing also my exceptional audience who stayed with me for 35 minutes. Ana, thanks
Thank you, thank you very much from my heart. Thank you, and I hope to be back many times.
"I miss it already". I want more! What a pity it is over! Thank you so much Claudemir for planting more seeds of dreams in us!