Category Archives: Coaching

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 !

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

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

Lasso CRM: Top New Home Sales Tips for 2023–Lead from the Side

Lasso CRM: Top New Home Sales Tips for 2023–Lead from the Side

Every year, Lasso CRM reaches out to the influencers in our industry to ask them to contribute their best advice on what we have learned and what we should apply going forward into the new year. I am always honored to be included in this article. This year, my advice is about the need toContinue Reading

Head-to-Head: Becoming a Rock Star Sales Leader with Alan Beulah

Head-to-Head: Becoming a Rock Star Sales Leader with Alan Beulah

(If you would like to read the discussion between Kimberly and Alan, the video transcription is at the bottom of the page.) If you are a veteran sales manager in the home building industry, have you ever wondered how you stack up? Maybe you are a General Sales Manager and aspire to take it toContinue Reading

Head-to-Head with Roland Nairnsey: Avoiding Market Whiplash

Head-to-Head with Roland Nairnsey: Avoiding Market Whiplash

(If you would like to read the discussion between Kimberly and Roland, the video transcription at the bottom of the page.) Are you starting to experience Market Whiplash? Listen in, as Roland Nairnsey, from New Home Sales Plus and Kimberly Mackey go Head-to-Head. We will dive in HEADfirst into what you can do, right now,Continue Reading

Head-to-Head: FUTURE VISION with Meredith Oliver

Head-to-Head: FUTURE VISION with Meredith Oliver

(If you would like to read the discussion between Kimberly and Meredith, the video transcription is at the bottom of the page.) You know you are in for a great time and a lot of FANtasitc information when Meredith Oliver stops in to help us prepare for 2022. We discuss everything from what event planningContinue Reading

Head-to-Head with Jeff Shore: Through the Buyer’s Eyes

Head-to-Head with Jeff Shore: Through the Buyer’s Eyes

(If you wouild like to read the discussion between Kimberly and Jeff, the video transcription is at the bottom of the page.) What fun Jeff Shore and Kimberly Mackey had taking a deep dive into looking at the homebuying process “Through the Buyer’s Eyes.” You’ve heard it again and again, but homebuying is about relationshipsContinue Reading

Head to Head: How An Abundance Mentality Can Restore Order to Your World

Head to Head: How An Abundance Mentality Can Restore Order to Your World

On September 14, 2021, our good friend Leah Fellows, from Blue Gypsy, Inc., stopped by to discuss how having an abundance mentality can restore order to your world. If you feel stressed or overwhelmed, perhaps just tired, this is the one for you. Learn how a few small steps can have a huge impact toContinue Reading

Head-to-Head: Creating the ULTIMATE Online Sales/On-site Sales TEAM with Mike Lyon

Head-to-Head: Creating the ULTIMATE Online Sales/On-site Sales TEAM with Mike Lyon

(If you wouild like to read the discussion between Kimberly and Mike, the video transcription is at the bottom of the page.) On August 10, 2021, the one and only Mike Lyon, from Do You Convert stopped by as Kimberly Mackey’s guest on Head-to-Head. The mission: “CREATING THE ULTIMATE Online Sales Counselor (OSC)/ON-SITE Sales TEAM.Continue Reading

Head-to-Head: The Top 10 Mistakes Most Salespeople Make

Head-to-Head: The Top 10 Mistakes Most Salespeople Make

(If you would like to read the discussion between Kimberly and Leah, the video transcription is below.) “THE TOP TEN MISTAKES MOST SALESPEOPLE MAKE.” What happens when two long-time friends and travel buddies go Head-to-Head? Will the friendship survive? LOL! I am happy to report that it did. We cover some of the crazy thingsContinue Reading

Head-to-Head: The Enneagram Enigma with Quint Lears and Kimberly Mackey

Head-to-Head: The Enneagram Enigma with Quint Lears and Kimberly Mackey

  Do you ever feel like you are not being heard? Do you feel like you have to say the same thing over and over to your buyers? Perhaps, it is nothing more than two personality styles who communicate and hear things in very different ways? Listen in to this recording where Kimberly Mackey wentContinue Reading

New Webinar Series Announced: The Sales and Marketing Power Hour

New Webinar Series Announced: The Sales and Marketing Power Hour

UPDATE: This webinar was recorded LIVE on January 22, 2021 with our special guest, Tammie Smoot, from the The BDX. Who better to ask about engaging your online leads?  If you missed it, please enjoy the recording here, and be sure to register below to join the rest of the webinars in the series.  Continue Reading

Head to Head! Myers Barnes & Kimberly Mackey

Head to Head! Myers Barnes & Kimberly Mackey

Head to Head was recorded live on December 15, 2020. If you missed it, please enjoy this replay and stay tuned for more Head to Head programs in 2021. So much has changed in new home sales this year, or has it? Join Myers Barnes and Kimberly Mackey as we go head to head inContinue Reading

Parade of Homes Traffic. You Can Connect.

Parade of Homes Traffic. You Can Connect.

Three main takeaways from today’s topic and challenge: Think of “looky-loos” as opportunities and not as time wasters Connect with “looky-loos” by asking questions not about homebuying They will remember your geniune interest when they are actually ready to buy Hi everyone, Kimberly Mackey here with New Homes Solutions. Normally, our program for SOLUTIONS isContinue Reading

Finish the Year Strong

Finish the Year Strong

Recently, I was honored to be invited back to the New Construction Marketing Podcast, hosted by Anya Chrisanthon. The topic is timely as we finish out 2019. If you aren’t familiar with the New Construction Marketing Podcast, I encourage you to check it out. Anya has an incredible line-up of guests, from CEO’s of majorContinue Reading

Register Everyone, Every Time

Register Everyone, Every Time

TRANSCRIPT: Every business needs to know who its customers are and how they found out about them.  Builders are no exception. However, I so often hear how difficult it is to gather registration information. One of the essential items I track for my builders each week is total traffic versus registrations. Traffic is a buyingContinue Reading

Fix What’s Right!? (Use the Gratitude Challenge to do S.W.O.T. Analysis)

Fix What’s Right!? (Use the Gratitude Challenge to do S.W.O.T. Analysis)

Wait? What? Why on earth would I need to fix something that is right? If it is right, then by definition shouldn’t we leave it alone? Absolutely not! The last thing I want you to do is to leave it alone. What I want you to do is to focus your efforts on what isContinue Reading

VLOG: Lead From the Side

VLOG: Lead From the Side

TRANSCRIPTION OF VLOG: Hi, Kimberly Mackey from New Homes Solutions, and I am coming to you today from the barn so that I can talk to you about leadership. Hopefully I can get this 1,100 pound beast beside me (my horse, Prince) to actually cooperate and be part of it. “Prince, say hi to everybody.”Continue Reading

VLOG: Creating Urgency with the Downsizing Buyer

VLOG: Creating Urgency with the Downsizing Buyer

TRANSCRIPTION OF VLOG: Hi everyone. Kimberly Mackey here with New Homes Solutions, and I am coming to you today because you asked us some great questions on our little poll we conducted on Facebook. This prompted us to start a new series to answer your questions because they were fantastic. To have your question featured,Continue Reading