When the Customer Says "Please"
March 6, 2013
More years ago than I care to admit I spent a summer in Europe during college as part of an international media studies program. Six weeks. Two courses. Four countries. Priceless life and educational experience.
The first city we visited was London. The night we arrived there were an enterprising few of us that wanted to get out and experience the rush of a European capital, the ebullient culture and, of course, English beer. Off we marched in search of a pub and about 100 meters away found three. We opened the doors to the White Swan to find it completely empty. It was a Sunday night about 9pm. The usual crowd had not yet arrived.
We walked to the bar and gazed about at all the offerings. A very nice woman approached and asked, “May I help you?” probably thinking we needed directions. Wanting to break the ice and be polite (or just being thirsty) I chimed in: “May I have a Guinness Stout, please.”
The woman looked at me and very slowly said, “Excuse me?” I cheerfully responded, sensing nothing amiss “May I have a Guinness Stout, please?”
Instantly, the woman ran down to the other end of the bar where a large burly man was counting money at the cash register. She spoke to him and pointed back at our group.
Oh boy I thought, I have been in the country four hours and managed to irritate someone already -- and this large rugby player is going to throw us out of his pub.
The woman dragged the man down to where we were standing and looked at me, pointing to the big guy and orders: “Tell him what you just said to me!”
So, I’m starting to panic just a little. Mustering up courage and might I haltingly repeated as ordered: “May I have a Guinness Stout?”
The woman jumps in “NO, after that… AFTER THAT what did you say??!!”
Now I am feeling light headed and weak in the knees. Here I go ...
“Uh, please?”
She looked at the man and exclaimed “SEE, I told you! He said PLEASE!” Then she looked at us and said, “People come in here all the time and order us around and never say please. Never. What would you like? First round is on me”.
Well, I thought, welcome to England. After that our entire group spent every night at that pub following the conclusion of our official duties. Every night for eight nights. And we were welcomed like family.
This has stuck with me for a long time and I have even shared this story with my children (substituting Diet Coke for beer, of course). One simple word, please, can work magic in everything we do.
Next time you are out and about in a restaurant, hotel, meeting or sales call try to see how people react when you say please. And observe how many people don’t say please. When you talk to your customers, vendors, clients or fellow team members they deserve to hear you say please. And you deserve to hear it back.
Partner Voices
Overview:
The award-winning Orange County Convention Center (OCCC) goes the extra mile to make every day extraordinary by offering customer service excellence and industry-leading partnerships. From their dedicated in-house Rigging team to their robust Exhibitor Services, The Center of Hospitality brings your imagination to life by helping you host unforgettable meetings and events. With more than 2 million square feet of exhibit space, world-class services and a dream destination, we are committed to making even the most ambitious conventions a reality.
In October 2023, the Orange County Board of County Commissioners voted to approve allocating Tourist Development Tax funding for the $560 million Phase 5A completion of the OCCC. The Convention Way Grand Concourse project will include enhancements to the North-South Building, featuring an additional 60,000 square feet of meeting space, an 80,000- square-foot ballroom and new entry to the North-South Building along Convention Way.
“We are thrilled to begin work on completing our North-South Building which will allow us to meet the growing needs of our clients,” said OCCC Executive Director Mark Tester. “As an economic driver for the community, this project will provide the Center with connectivity and meeting space to host more events and continue to infuse the local economy with new money and expanding business opportunities.”
Amenities:
The Center of Hospitality goes above and beyond by offering world-class customer service and industry-leading partnerships. From the largest convention center Wi-Fi network to custom LAN/WAN design, the Center takes pride in enhancing exhibitor and customer experience.
The OCCC is the exclusive provider of electricity (24-hour power at no additional cost), aerial rigging and lighting, water, natural gas and propane, compressed air, and cable TV services. Convenience
The Center is at the epicenter of the destination, with an abundance of hotels, restaurants, and attractions within walking distance. Pedestrian bridges connect both buildings to more than 5,200 rooms and is within a 15-minute drive from the Orlando International Airport. The convenience of the location goes hand-in-hand with top notch service to help meet an event’s every need.
Gold Key Members
The OCCC’s Gold Key Members represent the best of the best when it comes to exceptional service and exclusive benefits for clients, exhibitors and guests. The Center’s Gold Key memberships with Universal Orlando Resort, SeaWorld Orlando and Walt Disney World greatly enhance meeting planner and attendee experiences offering world-renowned venues, immersive experiences and creative resources for their events.
OCCC Events:
This fiscal year, the OCCC is projected to host 168 events, 1.7 million attendees, and $2.9 billion in economic impact.
The Center’s top five events during their 2022-2023 fiscal year included:
AAU Jr. National Volleyball Championships 2023
200,000 Attendees
$257 Million in Economic Impact
MEGACON 2023
160,000 Attendees
$205 Million in Economic Impact
Open Championship Series 2023
69,500 Attendees
$89 Million in Economic Impact
Sunshine Classic 2023
42,000 Attendees
$54 Million in Economic Impact
Premiere Orlando 2023
42,000 Attendees
$108 Million in Economic Impact
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