When was the Last Time You Experienced GREAT Customer Service?

When was the Last Time You Experienced GREAT Customer Service?

When was the Last Time You Experienced Truly GREAT Customer Service?

In a world where one major airline recently told me, “We don’t do customer service anymore,” finding someone who goes the extra mile (or in this case, 200 miles by train and bus) feels like spotting a unicorn.

Picture this: You’re on a dream vacation in Portugal, living your best life, when—bam!—you realize five minutes after arriving at the train station that your phone is still in the Uber. Panic sets in. Your friend tries to call it, but because you both have U.S. numbers, the call won’t go through. There’s no help desk, no open ticket office, and you can’t log into the Uber app… because it’s on the phone. You do what any rational traveler would do: get on the train anyway and hope you can sort it out at your next stop.

Enter the heroes of this story—two lovely fellow passengers from India. When they heard what happened, they sprang into action. They began repeatedly calling the phone until, miraculously, the Uber driver (who was from Pakistan and spoke very little Portuguese or English) was able to write down the number and call back. Thanks to our new friends translating, the driver agreed to take the phone back to the hotel where he’d picked us up and leave it with the concierge.

So far, so good, right?

Well… almost.

The Uber driver did, in fact, return to the hotel and handed over the phone—but not before attempting what can only be described as a tip shakedown. In Lisbon, Uber rides typically cost $5–7, and the average tip is maybe $0.75 to $1.50. I assured him that once I could log back into the app, I’d tip him well. That wasn’t enough. He asked the hotel concierge for €40. The concierge—who by now I was already starting to like—flatly told him, “All I’ve got is €20. Take it or leave it.” (He took it.)

But here’s where the story turns into something truly special.

That concierge’s name was Ismail, and he worked at the HF Fénix Music Hotel in Lisbon. After I called to let him know what had happened and to thank him, he told me not to worry—that he had me, and we’d figure this out together. (Note: this is when you know someone gets it.)

He offered to try to send the phone via the hotel’s internal courier to our new destination in Porto. Unfortunately, we missed the cutoff. That’s when he said, “I’m bringing it to you.” I thought he meant he’d call another courier. Nope. He meant he was hopping on a train, with my phone in hand, to deliver it personally.

And he did.

Ismail sent us updates—photos of the phone’s journey like it was some international Flat Stanley—and met us at the Porto train station, 2.5 hours away. There was no return train that evening, so he took the bus all the way back to Lisbon. All he asked was for reimbursement of his expenses.

I did far better than that. He earned it.

A quick Google search says a concierge in Lisbon makes somewhere around €16K–€20K per year. Let’s be honest: most people—especially those making that income—would’ve just said, “Sorry, it’s impossible.” And in Portuguese, they would have added an emphatic “Impossível!” for good measure.

But not Ismail.

Even when his boss told him nothing could be done, he looked for a solution. Even when it was inconvenient. Even when no one expected him to. That’s the kind of exceptional, human-centered service that sticks with you.

So here’s my question to you:
What “impossível” thing can you do today to make someone’s day? What would the world look like if we all acted a little more like Ismail?

Stories like this restore my faith in humanity—and remind me that service isn’t about rules and policies, it’s about people.

Have you had a moment of truly exceptional service? I’d love to hear your story. Drop it in the comments or send me a message. Let’s celebrate the Ismails of the world.

Share and Enjoy !

Sales and Marketing Power Hour: Overcoming Objections in Climate Challenged Markets

Sales and Marketing Power Hour: Overcoming Objections in Climate Challenged Markets

*Special thanks to Denim Marketing for our write-up of this session. With extreme weather events, rising insurance premiums and natural disasters becoming more frequent, builders and marketers face new challenges in maintaining strong sales, especially in sensitive climate-challenged regions. How can we, as the homebuilding industry, effectively position new homes as smart, resilient investments? SalesContinue Reading

Head-to-Head: Slowing Traffic? Now What? How to Keep Selling Now.

Head-to-Head: Slowing Traffic? Now What? How to Keep Selling Now.

Head-to-Head with Kimberly Mackey & Roland Nairnsey Episode Title: “Slowing Traffic? Now What? How to Keep Selling Now” Is traffic dragging? Is your model a little quieter than you would like? You’re not alone—but let’s be honest, we don’t have the luxury of waiting this thing out. In this jam-packed episode of Head-to-Head, I satContinue Reading

Sales and Marketing Power Hour: Blogging and Vlogging in the Age of AI

Sales and Marketing Power Hour: Blogging and Vlogging in the Age of AI

The latest Sales and Marketing Power Hour was filled with actionable insights and practical takeaways, delivered by hosts Carol Morgan from Denim Marketing and Kimberly Mackey from New Homes Solutions, along with special guests Jaime Godwin of Kolter Homes and Kaitlyn Fogle of French Brothers Homes. The discussion, “Blogging and Vlogging in the Age ofContinue Reading

Sales and Marketing Power Hour: Stop Waiting Start Selling

Sales and Marketing Power Hour: Stop Waiting Start Selling

In today’s competitive market, sales teams can’t afford to wait for leads—they must take an active role in marketing. Should salespeople focus solely on closing deals, or should they also manage personal branding, content creation and lead generation? This edition of Sales and Marketing Power Hour, “Stop Waiting, Start Selling,” featured an engaging discussion hostedContinue Reading

Head-to-Head: Are You Curious Enough to Succeed in 2025?

Head-to-Head: Are You Curious Enough to Succeed in 2025?

Every other month, I (Kimberly Mackey of New Homes Solutions Consulting) sit down with top industry leaders and masterminds to tackle the hottest topics in homebuilding. We’re talking about everything from managing your sales pipeline to embracing new tech trends and creating unforgettable customer experiences. And guess what? It’s NOT a webinar or a podcast.Continue Reading

The Sales and Marketing Power Hour: Annual Lasso Roundup for 2025

The Sales and Marketing Power Hour: Annual Lasso Roundup for 2025

Howdy, partners! We just wrapped up our annual Sales & Marketing Power Hour Lasso Roundup, filled with actionable insights for sales and marketing pros looking to make 2025 their best year yet. A huge thank you to our stellar lineup of speakers and our sponsor, Lasso CRM. We hope you’ll take away some practical tipsContinue Reading

NAHB Webinar: The Impact of MLS Changes and Buyer Broker Agreements

NAHB Webinar: The Impact of MLS Changes and Buyer Broker Agreements

Hey there, homebuilding pros! Buckle up because we’ve got some game-changing info to share from our recent NAHB webinar. Trust me, you’ll want to hear this! So, what’s the buzz? It’s all about that new NAR ruling that’s shaking things up in our world. For this National Association of Homebuilders (NAHB) Webinar, we had someContinue Reading

Lasso CRM: Top New Home Sales Tips for 2025

Lasso CRM: Top New Home Sales Tips for 2025

Once again, Kimberly Mackey was honored to participate in the article “Best Sales Tips” for the Annual Lasso CRM. This article includes advice from homebuilding’s best and brightest. We know you’ll want to devour them all to get your best start for 2025. And, while you are at it, please don’t forget to register toContinue Reading

Head-to-Head: Resilience and Results–Building Success Against All Odds

Head-to-Head: Resilience and Results–Building Success Against All Odds

In this empowering Head-to-Head event, Kimberly Mackey engages in a candid discussion with Magda Esola on the theme of resilience and results. Together, they unpack the challenges faced in the homebuilding industry and how a mindset of determination and adaptability can transform obstacles into opportunities. Key Insights You Can’t Miss: The Power of a ResilientContinue Reading

Sales and Mareting Power Hour: How the NAR Settlement Impacts You

Sales and Mareting Power Hour: How the NAR Settlement Impacts You

The recent National Association of Realtors (NAR) ruling has introduced significant changes to the real estate landscape, and home builders must be proactive in understanding how to adjust. In this edition of The Sales and Marketing Power Hour, hosts Kimberly Mackey from New Homes Solutions and Carol Morgan from Denim Marketing shared their expertise onContinue Reading

Head-to-Head: What Is Your Sales Super Power?

Head-to-Head: What Is Your Sales Super Power?

Unlock Your Sales Superpowers: A Game-Changing Conversation with Kimberly Mackey and Corey Charles. Are you ready to transform your perceived weaknesses into your greatest sales strengths? In this eye-opening discussion, industry veterans Kimberly Mackey and Corey Charles dive deep into the concept of “Sales Superpowers” and how to harness them for success. Why You Can’tContinue Reading

Sales and Marketing Power Hour: How to Stop Your Leaky Sales Funnel

Sales and Marketing Power Hour: How to Stop Your Leaky Sales Funnel

In this jam-packed episode of the Sales and Marketing Power Hour hosted by Carol Morgan from Denim Marketing and Kimberly Mackey from New Homes Solutions Consulting, we tackled one of the most pressing challenges in the homebuilding industry—plugging the leaks in your sales funnel. With expert insights from Spencer Powell from Builder Funnel, Kelly FinkContinue Reading

Head-to-Head with Ryan Taft: Are Your Buyer’s Stories Popcorn Worthy?

Head-to-Head with Ryan Taft: Are Your Buyer’s Stories Popcorn Worthy?

In the latest Head-to-Head event, Kimberly Mackey of New Homes Solutions Consulting and Ryan Taft from Shore Consulting ask, “Are Your Buyer’s Stories Popcorn Worthy?” This engaging discussion, anchored in Ryan Taft’s book “Story Getter” and the Storybrand concept, underscores the transformative power of storytelling in sales, particularly within the homebuilding industry. The Importance ofContinue Reading

Sales and Marketing Power Hour Crossover Event: Sales or Marketing Whose Job Is It Anyway? (Part 2)

Sales and Marketing Power Hour Crossover Event: Sales or Marketing Whose Job Is It Anyway? (Part 2)

Buckle up because we’re diving into some game-changing insights from the big crossover event between The Sales & Marketing Power Hour with hosts Kimberly Mackey from New Homes Solutions Consulting and Carol Morgan from Denim Marketing and The Home Builder’s Digital Marketing Podcast hosted by Greg Bray from Blue Tangerine and Kevin Weitzel from Outhouse.Continue Reading

Head-to-Head: The NEW Lessons Learned from This Years Video Mystery Shopping Benchmark Study

Head-to-Head: The NEW Lessons Learned from This Years Video Mystery Shopping Benchmark Study

Back by popular demand, Kimberly Mackey of New Home Solutions Consulting and Leah Turner of Melinda Brody & Co. recently got together for the 4th time on Head-to-Head to unveil the highly anticipated results of Melinda Brody & Co.’s benchmark study. Based on over 1,200 mystery shops conducted across 40+ builders nationwide, this study providesContinue Reading

NAR Changes Present Opportunities and Challenges for Smart Builders

NAR Changes Present Opportunities and Challenges for Smart Builders

As we all know by now, the real estate landscape is shifting in light of recent changes to the National Association of Realtors (NAR) rules. These adjustments, prompted by the Sitzer-Burnett verdict, signal a move toward more turbulent times ahead as the general real estate business adapts and creates new best practices. Let’s explore howContinue Reading

Sales and Marketing Power Hour: It’s Time to Turn Up the Tech

Sales and Marketing Power Hour: It’s Time to Turn Up the Tech

In today’s homebuilding industry, using technology effectively is essential rather than just an option. The latest Sales and Marketing Power Hour hosted by Carol Morgan and Kimberly Mackey brought together a panel of experts to discuss why builders need to leverage technology well. The panel included Monica Wheaton from ECI Solutions and Beth Byrd ofContinue Reading

Head-to-Head: The Top 5 Things You Need to Know When Working with the Active Adult Buyer

Head-to-Head: The Top 5 Things You Need to Know When Working with the Active Adult Buyer

Engaging the Active Adult Buyer: Insights from the Latest “Head-to-Head” Episode In the most recent installment of “Head-to-Head,” titled “The Top 5 Things You Need to Know When Working with the Active Adult Buyer,” Kimberly Mackey, alongside guest expert Todd Warshauer from Active Adult Consulting, delved into the intricacies of the real estate market forContinue Reading

Sales and Marketing Power Hour: Shaping Your Brand Voice

Sales and Marketing Power Hour: Shaping Your Brand Voice

This edition of the Sales and Marketing Power Hour was an engaging session led by hosts Carol Morgan with Denim Marketing and Kimberly Mackey with New Homes Solutions Consulting, focusing on the critical aspects of branding and its impact on sales. Taylor Humphrey, the Director of Sales and Marketing for Pacesetter Homes in Dallas Texas,Continue Reading