When I was seven, my parents purchased my very first album for me — “Tapestry” by Carole King.  I was intrigued by this album, playing it night and day.  I remember they had also purchased me one of the box phonograph record players and a set of headphones (which they would soon regret).  Every day I would play the album over and over, singing at the top of my lungs, with the earphones on.  That’s right, they heard only me and not the background music.  Let’s just say it wasn’t pretty.  I believe I was grounded more than once for singing so loudly.

So, Saturday night when I had the chance to be in the same stadium with the person who influenced me so much as a youngster, I was thrilled.  (I actually started playing piano and singing due to much of her influence.)  I had waited for the concert for many years but really, I had no idea how it would completely change my life.  Carole King brought to the stage something amazing — a true talent, a true professionalism and her complete love of music.  She received a total of eight standing ovations — each more deserving than the other.

What does this have to do with customer service?  As I sat there I thought “I wonder if in 1972 she had any idea that she would be here today”.  Sure she did.  She has a complete passion for what she does.  She has had many ups and downs in her life (her biography will amaze you) but yet, she has continued to pursue her passion.

She sang her hits such as “I Feel The Earth Move”, “It’s Too Late” and “So Far Away”.  She also brought a rendition of “(You Make Me Feel Like) A Natural Woman” that gave me goosebumps.  She had her original band with her (yes, her original, from the 1970’s).  They simply got on the stage and had an amazing time, letting us all be a part of it.  Ask yourself how many times you think she has sang “It’s Too Late”.  But Saturday night you would have had no idea.  She sang it like it was the first and with a TON of love and passion in every note. 

Her piano skills rocked.  That, along with a great band, some incredible backup singers, a fantastic partner (James Taylor) and an audience that was so engrossed in the event that you didn’t hear a peep out of them until they roared with applause, made the night not just a concert but a true event.  The tickets were not cheap but my thought was after I left that I would have paid even more for that experience again.  So many people said the same thing on the way out.

Give your customers an experience they will never forget.  Bring passion to your job.  Embrace your job.  Do something you love.  Carole does!  Carole, you will forever be my role model.  “I WANT TO BE LIKE CAROLE!”.  Now, I need to go to the Music Room and sing!