Although I am an American by birth, I've always felt a strong connection to Ireland and travel back to visit "home" whenever time and money allows. As someone who has nearly 8 years of experience in the service industry, ensuring that customers have satisfying interactions has become second nature to me. Whenever I am in Ireland, I am always appreciative of the helpful nature that is so prevalent within Irish culture. Even if you're not familiar with the Irish way of life, you may have heard the phrase "céad míle fáilte,” which literally means "a hundred thousand welcomes" in the language of Irish Gaelic. From shopkeepers, to bus drivers, to passersby on a busy street, the nation of Ireland has taken this phrase to heart and constantly embrace a strong, ingrained desire to make sure that every visitor feels comfortable and taken care of when they are in Ireland. Therefore, there is a strong metaphor for the idea that some native Irish people view visitors to Ireland as "customers", and shape the visitor's impressions of the country with their words and actions. Often, this compels said visitors to make return trips and encourage friends and family to follow suit. It's a reciprocal relationship that certainly bodes well for the success of the Irish Tourism Board!

I immediately recognized this Irish attribute on my own initial visit, and am continually comforted by it upon each return. Time and time again, at every turn, I'm greeted by a friendly Irish smile and a kind voice asking me if I'm having a good day and if there's anything that can be done to make it better. I believe that the Irish and their willingness to lend a hand in almost any situation has affected me more than the average person because I was born with a disability that affects my mobility. I use a walker, and in a country that is dominated by cobblestones and ancient, historical architecture, challenges abound. However, I've never met any truly impossible obstacles during my trips simply because the Irish are so quick to realize that I might benefit from a helping hand, and are so eager to offer theirs.

One afternoon during my first visit, I stopped in for a quick meal at a restaurant in Dublin's bustling Grafton Street area. Indoor seating was limited and I noticed that there were no available chairs on the ground level. I decided that I'd merely order my food and then eat it outside somewhere since it was a warm, sunny day (a true rarity in Ireland!). However, as soon as I'd arrived at the front of the queue, the cashier asked me if he could bring down a table and chair from the upstairs seating area so that I could eat indoors. On another day later that week, I stopped inside a small music store to find out if they had a certain CD in stock. However, I soon realized that all of the stock was located down a steep set of stairs. Although I could have managed them with no problem as long as someone could have carried my walker down for me, a store employee offered to go down and search for the CD for me as I waited.

Although both of those experiences might not seem terribly extraordinary, since they involved people who are expected to provide service as part of their job description, I've also benefited from the help of complete strangers with no reason to go out of their way to provide assistance. On one of my first days in Galway, I became hopelessly lost and was having great difficulty deciphering the city transit timetable. Apparently, my confusion registered clearly in my facial expression, because it caused a kind local passerby to take several minutes out of his own busy schedule to help me figure out how to get where I needed to go. Then, there was a time where I had just come from a late night screening at a cinema and was waiting for a taxi that I'd scheduled several hours in advance. Somehow, lines of communication got crossed, and I found myself alone and without a phone to contact the cab company. As I was standing there hoping that I'd be able to at least hail another cab soon, a guy riding past on a bike noticed my predicament and offered to wait with me until I could find a way back to my accommodation.

Although it can be a bit overwhelming to have strangers constantly offering their help, at the same time, it's very refreshing that in Ireland, the "me first" attitude has been dwarfed by people who prefer to look out for the well being of others, often ahead of their own. In some places, personalized, genuine customer service has become the exception rather than the rule. In Ireland, however, positive customer service interactions are numerous and constant. In fact, I've allowed Irish attitudes to inspire me in my own life, particularly as I assist customers throughout the day. Always ready with a quick smile and a calming tone, I've adopted Irish customer service principles to enhance my existing ones, both to ensure that Scitent's customers can expect a consistently high level of service, and to perpetually remind me of the country that I call home.