My PDA battery fried and died which is something I’ve never had happen before. It wouldn’t take a charge. I was on the road and panicky as that is my main voice and data access.
I was flying to Bellevue, Washington. Maritza in my office found a store operated by my phone provider near the Hilton hotel downtown and, per my request asked: “If we buy the battery from you, can someone drop it off for my boss so it is there when he arrives at the hotel?”
Big request, I know, but a chance to be a hero.
The store rep’s answer: “Nope.”
So Martiza calls the hotel. Concierge says, “You pay for the battery and we’ll go pick it up for Mark.” It was waiting for me when I arrived, thanks not to my cell phone company but the hotel. Hilton became the hero.
What often appear to be unusual requests or inconveniences for a service provider are actually opportunities to become a hero. Choose well, and you’re a hero. Choose poorly, and you might still end up in a story, newsletter or blog, but you’ll show up as a zero.