Creating “raving fans” is the secret to a successful service business

Gratitude Card for Uttam Phuyal

Lesson: Creating “raving fans” is the secret to a successful service business

 

For the first few years of my time in Nepal, a guest house in Thamel was my home. I spent several months living there every year. And every time I returned, I was greeted by name by the general manager, Uttam, who asked very specific questions about my life showing he not only listened but remembered every detail. I felt special. I watched Uttam with other guests – every single guest received the same special treatment and Uttam was rewarded with a smile every time.

Over the next few years, I began organising groups to visit Nepal and I always booked them into the same guest house – the number one reason being that I knew Uttam would take great care of my guests, giving me the confidence to focus on the rest of the details of their visits, knowing they were in excellent hands.

I had become one of Uttam’s army of “raving fans”. I read Ken Blanchard’s book “Raving Fans” several years ago and the phrase stuck in my mind – a raving fan is “a customer who is so devoted to your products and services that they wouldn't dream of taking their business elsewhere and will sing from the rooftops about just how good you are."

So when Uttam contacted me in January of 2015 to let me know that he had just invested in his own hotel with a group of partners and that he would be the CEO, there wasn’t a doubt in my mind that my groups, my business and my loyalty would be heading straight to Hotel Moonlight with Uttam. As I sat in the garden of his new hotel, listening to his passionate vision for the hotel, I smiled. He was bound to be very successful in his dreams.

Fast forward to June 2016. Uttam has achieved amazing renovations at the hotel, he has taken amazing care of all of my guests who are all converted to raving fans within 24 hours of arriving in Nepal. But more than that, every time I visit Hotel Moonlight, without fail, I meet other members of Uttam’s army of raving fans. Sitting in the garden with Uttam recently, a man walked up and shook Uttam’s hand before turning to me and explaining what an amazing trip he had had to Nepal thanks to Uttam’s hospitality and that he’d be recommending the hotel to all his friends. There is a constant stream of people approaching him with the same goal – to thank him for his amazing service. He knows each of them by name, knows each of their stories and his genuine smile sends each of them away with a song in their heart.

Uttam recently agreed to offer an internship to one of my students. What an incredible gift she has been given. If she learns Uttam’s secrets for creating raving fans, I know she will one day end up owning and running her own hotel.

There are some people who are fortunate enough to discover their calling, their passion, their gift to the world. Uttam has found his and embraced it. As a result, he makes a difference in people’s lives every single day.

Thank you, Uttam, not only for taking great care of my guests, for your friendship and for inspiring and motivating me through many challenges but for teaching me the importance of raving fans and how to create them. You deserve every bit of the amazing success you have achieved and which will continue to come your way.

Generosity with your attention is a huge gift

Gratitude Card for Jeremy Newman

Lesson: Generosity with your attention is a huge gift

 

“Time is the new money” has become a bit of a catch cry at the moment. Time management and energy management courses and coaching are big business, with everyone trying to squeeze that extra bit of time out of their busy lives. And with our ever increasing “connectedness” through devices which become an extension of ourselves, being present with people when we are face to face with them is becoming a rarity.

When I was working with Jeremy, I was based in Shanghai but spent a week in the London office working on a big project with him. From early morning until evening, there was a queue of people at Jeremy’s door, wanting a piece of his attention. Most of them opened by saying “I know you’re busy but I have a quick question”, not realising that they were the 30^th person to say that to him that day. And yet he greeted every single one of them with a smile, a welcome, giving them the feeling that they were the first, rather than the 30^th, person to need his advice. I remember so clearly feeling so grateful to have the opportunity to work with him, to learn from him, to be given the gift of his time and energy.

Since that time, I have often had experiences with people lined up needing my attention and time. Every time without fail that I start to feel frustrated and tired, I remember how Jeremy made me feel that time in London, and I smile at the next person, trying to give them the gift he gave me, the feeling that they matter and are important.

Thank you, Jeremy, for having a huge impact on my life and giving me a gift which I try to pay forward and one for which I will be forever grateful. In these times of devices, it is an even more important lesson. Thank you with all my heart. You are an amazing person.

"Networking" is not a dirty word

I have been incredibly fortunate in my life to have had many amazing, generous mentors who have taught me so many lessons. I thought it was time to capture some of those lessons and to thank the gorgeous people who have been so generous with their time and life lessons.

So every week, I will post a “Gratitude Card” – a lesson taught to me by an amazing person; a lesson I have happily incorporated into my life and hopefully paid forward.

Gratitude Card for CJ Hwu

Lesson: Networking is not a dirty word

When I met CJ in 2007, networking was something I had to do. It was an important part of my job but I really didn’t enjoy it. It always felt like I was selling myself, like it was a commercial, sales focused, mechanical process, with the goal of handing out as many business cards as possible.

 

But CJ has a gift. She listens deeply and sees opportunities for like-minded people to flourish together. When she puts people in contact, it creates magic. She taught me that networking is more of an organic creation, a coming together of people with things to learn and teach each other. A great network has a life of its own, an energy which inspires all who are fortunate enough to be a part of it. A great network makes your shoulders go back and your heart soar, not drain you and make you feel exhausted.

Once I worked out how inspiring a sound network can be, I began to enjoy it, to be invigorated by the fascinating conversations I was having, the interesting lessons being shared with me.

Mitrataa, the Foundation I run in Nepal, has been built on networks too. The power of them in Nepal is significant. If we are to achieve our vision of doing ourselves out of a job, we must great vibrant networks of people inspiring each other, believing in each other, supporting each other. When I sit in on our monthly Dream Catchers scholarship meetings and witness the sharing and teaching, understanding and listening to each other's stories and challenges amongst the girls, I feel so privileged to be a part of it.

We help to put people in touch and get them started and then we step back and let the magic of the network do its part.

Thank you, CJ, for teaching me that networking is not a dirty word or a chore, but rather a gift of magic connections. And in this increasingly isolating world, these deep connections are even more important. I hope I have now paid forward this nugget of wisdom to the people of Nepal.