Whatever your title or position, be a servant leader to all generations, especially Gen N.

A veteran of over 40 years in hospitality leadership, I was, until several years ago, a customer service/customer experience speaker. Unfortunately, I suffered a stroke in April 2021. So, I have slightly slurred speech and a dead right side. Since my stroke, I’ve gone from Mr. “Let’s be GREAT out there!” as GM/Managing Director to Mr. Invisible, sequestered alone with my wife in my San Diego apartment. Today, I want to tell you my real-life customer experience story.

On Friday, I was at the downtown CVS Pharmacy sitting in my wheelchair, waiting for my prescription. Meanwhile, a young lady looked at me and motioned if she could go ahead. When I answered yes, she asked the pharmacy clerk for her prescription. When asked by the clerk for her name and age, the young lady responded with her name and birthdate ending in 08. Since I could not easily calculate her age (because of my memory lapses due to my stroke or early onset dementia), I asked her how old she was. She quizzically looked at me, did not respond but looked at the pharmacy clerk. The clerk said that I was asking several people about their age (I did). The young lady didn’t say anything to her nor did she say anything or smile to me. She simply walked away with her prescription. With that, the pharmacy clerk looked at me and shrugged.  

I envision that young lady, who I now recognize is only 16 years old, is now a part of the Gen N generation. You may think Gen N is the Now Generation who wants an experience that is quick, easy, and NOW. But, I perceive Gen N as Generation Nobody. Anyone older than Gen N is a Nobody to them. Listening with their earplugs and watching on their cellphones with their friends or young social media influencers, Gen N is oblivious to any older generation around them. In this case, I really did feel that I was a nobody to the young lady.  

Now that I am older and wiser, especially given this incident, I advocate this: 

QUI QUOTE: Whatever your title or position, be a servant leader who will CARE for people first. 

COMMUNICATE with each person with a smile, eye contact, and polite interaction. Inform each person transparently and interactively.,

ACKNOWLEDGE each person’s presence and value to you as a human being with emotions and feelings.

RESPOND promptly and empathetically to each person’s statements, questions, concerns, and complaints.

ENRICH the experiences and, ultimately, the lives of every person.

Instead of asking your people, “What can you do for me and my business?”, through your words and actions, ask them two questions:

“How are you feeling?”

“How can I help?”

When you ask, listen intently, respond empathetically, and act promptly to take appropriate corrective action, your people will feel respected, appreciated, and valued.  You will inspire and empower them to develop themselves and engage others. Soon, everyone’s experiences and, ultimately, their lives, will be enriched.

What do you think? Whether you agree or disagree, discuss or not, I’m sure that we, yes, you and me, can interact with each other without being disagreeable. And for that, I very much appreciate you. I look forward to seeing who you consider is a GREAT servant leader.

#leadership #servantleadership #employeeengagement #employeeexperience #customerservice  #customerexperience #custserv #custexp #cx