"Hey rookie, you ready?"
That was my first day joining a round-island tour as a part-time member in Giant Adventure. I was incredibly nervous. Not just because I was the new guy, but also because I didn't have much experience with long-distance cycling.
First time attending Cycling Round-Taiwan tour as a working member
Right before we set off, my manager pulled me aside with a serious look.
"Charwie, I need to tell you something first. You're going to do this tour 20, 30, maybe 50 times. Eventually, you'll know these routes and sights like the back of your hand. But along with that comes burnout and boredom. That's when your service quality will start to slip."
“But you must always remember how you felt on your 'first time. ”
He went on.
“Because the first time feeling is exactly what your customers are feeling every single time. For you, this is a job. But for 99% of our customers, this is a once-in-a-lifetime dream. It might even be on their bucket list.”
“So, staying professional while also holding onto your passion. That’s going to be the biggest challenge in this job.”
My manager finished.
To be honest, I didn't fully grasp the weight of his words back then. I mean, I hadn't even started my first trip yet. It was all just too new.
I just tucked that thought away. Until 9 days later, right when the tour finished.I watched the group I’d spent the last 9 days with, from the youngest, 14, to the oldest, 65.
As soon as they got their completion certificates, every single one of them was crying tears of joy. Some were high-fiving and hugging.The second I saw that, it hit me. I suddenly realized. My job wasn't just to lead a bike tour. I was helping people make their dreams come true.
Giving the metal and certificate to the challengers when tour was over.
My manager's words finally clicked.
Professionalism isn't just following the SOP.
Professionalism means finding a system to scale, replicate, and protect that first-time dream-come-true feeling.
My whole approach to work changed after that day.
I started obsessively using Google Maps to pin every critical turn and the exact coordinates of every rest stop. I'd record the nightly briefings and listen back to them over and over to memorize the next day's plan.
I wasn't doing this just to follow the rules. I did it to make sure I could perfectly deliver that dream-come-true feeling.
For years after, every time I stood at the finish line and watched customers get emotional receiving their certificates, I'd think back to what my manager said. I knew I was part of something GREAT.
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