I hear you…
Last week, I had the privilege of conducting the ACE IT Guest Engagement Workshop with nearly 100 associates of The Atlanta Evergreen Lakeside Resort. I was invited by General Manager Ms. Pamela Crenshaw, with whom I had the pleasure of working at the Colonial Williamsburg Inn last year --- where, after the same workshop, the Guest Survey Scores climbed to over 90%.
During a coffee break, an associate named Gloria came up to me. She shared that she’s been with the hotel since 1983 and has attended countless customer service trainings over the years. She even used to be a Service Trainer for Intel in San Jose. Then she said something that caught me off guard: “This is the best training session I’ve ever attended — lively, engaging, interactive, and fun!”
I thanked her, deeply humbled. Then she leaned in a little closer, lowered her voice, and whispered, “I hear you… I hear the truth in every word you say. And I hear you with my heart. Please, don’t stop doing this training. Others need to hear you, too.”
I was speechless. For a moment, I remembered a gentleman in Istanbul years ago who once told me, “I see your eyes…” — words I only truly understood much later.
I never imagined I was meant to be a trainer. But moments like this remind me that sometimes our purpose finds us — not the other way around.
To those of you out there striving to make a difference, remember: someone is always listening. Someone is always watching. And someone, somewhere, hears you — with their heart.
Keep doing what you do. Keep speaking your truth. And never underestimate the quiet impact you have on those around you.