I recently spent four nights at the Hyatt Regency in Louisville, Kentucky. This hotel has a walkway that would connect me directly to the the Louisville Convention Center where the conference I was attending was located. Since I hate being cold and I would be walking back and forth from the venue alone, this seemed like a perfect fit. I still decided to read through all of the reviews just for good measure. Most of the reviews were good with your typical complaints here and there. One thing that stuck out to me was the name Terry being mentioned several times with reviewers noting how helpful Terry was and what great customer service skills he offered. I made a mental note but didn’t think much of it since I prefer to just carry my own bags and keep to myself when I travel alone.

My stay was nice, the hotel was comfortable and welcoming and I felt safe throughout my stay. I even enjoyed a nice dinner of shrimp and grits one night at the hotel restaurant. I slept in on the last day, procrastinating the 8 hour drive back to the real world waiting for me in Georgia and started packing up my belongings as it got close to checkout time. When I checked in it took me two trips to bring in my belongings up to my room which didn’t bother me at all but on the way out I decided one of those luggage carts would be nice so I walked down to the lobby to find one.

When I got to the lobby, the desks were pretty busy and I noticed a man stocking the drink machine. I asked if he might know where I could go grab a luggage cart and he looked right up with a smile and greeted me. I fully expected him to just point towards the direction of my cart and I’d be on my happy little way but he stood up and kindly assured me that he would be more than happy to bring a cart to my room for me. I was thankful for his kindness and hopped into the elevator to head back up when it dawned on me that he was probably expecting to load my things for me which would mean I would need to give him a tip and well a. I wasn’t packed up all the way yet and b. I didn’t have money for a tip since I had anticipated loading up on my own. So, not wanting to let him down, I rode back down to the lobby, hopped back off of the elevator and let him know that I was so sorry but I wasn’t packed up yet and I didn’t have money for a tip so I would be glad to take the cart myself.

To my surprise, he continued with a warm smile and assured me that it was fine, he was glad to help and that I could just call the front desk whenever I was ready and he would be right up with the cart. I was impressed by his friendly customer service in the midst of a society that has come to accept self check ins via the phone and clerks pointing your directions while staring at their phones. I looked down at his name tag so that I could take note and leave a positive review, and was not the least bit surprised to see that I had bumped right into “Terry.” I confirmed that he was in fact “the Terry” from the reviews and assured him that he was indeed living up to his reputation.

I went up and packed and racked my brain for some way to “tip” him for his service, wishing that I hat gotten some smaller bills. Finally it dawned on me that I did, in fact, have a service of my own to offer him. I was actually there for a photography conference with all of my gear in tow and well, most people are glad to have a few updated photos on hand for social media or work. My brain swirled with ideas of how to best capture his character in an image and I hoped that this man would not be insulted by my offer or think I was crazy for offering to photograph him in lieu of a tip.

I finished my packing, which was no small feat given that my husband jokingly asked if I was ever coming back when he loaded the car for me on my way out. I left my cameras out and rang the front desk, asking for a luggage cart. Within minutes Terry arrived at my door with a smile on his face and not even a hint of being annoyed that I was clearly pushing right up to the checkout time with a full load of stuff. I greeted Terry and explained that while I didn’t have much cash on me, I did not want to let his service and kindness go unnoticed. I explained that I was there for a photography conference and that I would love to photograph him if he would be okay with that. Much to my delight, he said that it would be just fine.

While Terry worked, I photographed him and peppered him with questions about his job and his life. Terry shared humble wisdom and insight as we chatted and worked our way towards check out. The more I talk with people, the more I realise that if you talk to just about anyone for long enough you will find that you have something in common with them and Terry was no different. I asked Terry about his shirt and the fact that it said “security.” Terry explained that he does a variety of jobs around the hotel and he just jumps in to help whenever he sees that something needs to be done. He told me how long he worked here but I don’t remember numbers well. What I do remember is how he talked about the place like he really cared about it and I could see beyond any of the words he said that he sincerely enjoyed working there and helping his co workers and the people he met each day.

As we talked, I noted that Terry and I had faced some similar life events that could potentially make a person become bitter and angry but Terry, in his working commentary, just noted that it was those circumstances that made him so thankful for what he has and gives him the compassion to help others. So, there it was, a little nugget of life changing wisdom, the purpose in his passion just absentmindedly shared with me as he diligently loaded my car. It wasn’t something thought out, nothing elaborate, just a very evident part of who he was and how he daily embraced the opportunity to help others with a smile on his face. Terry was and is the epitome of the very thing I have been learning through my reading lately. The power we each have is in not in our circumstances but how we respond to them. From the big, traumatic events and the things out of our control right down to the little inconveniences we have the choice to embrace as opportunities every single day we get to choose how we respond.

Thank you Terry, for greeting me with a smile, helping me with my luggage, bringing a spot of joy to my day and most of all for reminding me about joy and purpose. What a wonderful way to end a conference focused on my growth and education in a career of photographic customer service! I wish you the very best as you continue in your career and I hope that you continue to revive the lost art of customer service as you excel in all that you do. Also, I hope you like the photos, thank you for letting me capture your joy and work ethic.