Give everyone an inspirational experience
Maya Angelou once said, “People will forget what you said, they will forget what you did, but they will never forget the way you made them feel.”
This quote has been my guiding light for most of my adult life. As a highly sensitive and empathetic leader, it’s deeply important to me that every interaction I have leaves others feeling better about themselves—more hopeful, uplifted, and ideally inspired. Bringing this kind of energy to the world fills me with joy.
But imagine if we all committed to creating an inspirational experience for those we encounter. How much brighter and kinder would our world be? Too often, our interactions are lukewarm at best and frustrating at worst.
As the year wound down, I found myself knee-deep in the chaos of life: doctor appointments, car maintenance, travel plans—you name it. These errands put me in contact with numerous customer service professionals. While I pride myself on being patient, by the end of 2024, my nerves were frayed. I had moments where my frustration got the better of me. It wasn’t a good look—or a good feeling.
Yet, there were also moments that reminded me of the humanity still present in the world.
The Power of Moments
When we focus on creating an inspirational experience, it shifts our mindset. It encourages us to approach our work and relationships with greater care and intentionality. Sometimes, it’s about elevating small interactions—polishing the edges—to transform a decent experience into an exceptional one.
A concept we teach in the DU Leadership Program is the Moments of Truth, a formula used by Hampton Inn to create first-class experiences. It’s simple but powerful: identify all the touchpoints in a customer journey—like making a reservation, checking in, or checking out—and design intentional systems to ensure each one leaves a positive impression. Examples include answering the phone within three rings, maintaining spotless and inviting spaces, and offering thoughtful extras where possible.
Reflecting on this, I couldn’t help but think of my own experiences leading up to the holidays. The small but meaningful touches that could have reduced my frustration:
Answering calls promptly instead of leaving customers on hold for 45 minutes or needing to call back multiple times to reach the right person.
Sending personal emails rather than automated responses when handling collaboration and job opportunities.
Ensuring attention to detail, like resetting clocks and radio stations after car service.
These small actions demonstrate respect for people’s time and leave them feeling valued.
A Story That Stuck With Me
One moment, in particular, stood out. After waiting patiently for 45 minutes to cancel and rebook a reservation, I explained my situation to the agent. Without any prompting, they waived my change fee—saving me nearly $300. I was astonished and deeply appreciative. This small act of generosity reminded me how much power we have to influence someone’s day for the better.
Your Moments of Truth
As we head into a new year, I encourage you to reflect:
What are the Moments of Truth in your work and life?
How can you show up with intention to create inspirational experiences?
Each of us has the ability to make someone’s day brighter. Let’s use that power thoughtfully and generously.
I’m cheering you on. For the world needs who we were made to be.
#soulfulleadershipwithjenn #momentsoftruth #inspirationalexperience #bethechange
