WE WORK AND OFTEN FORGET THE REASON FOR THE WORK

This morning, I experienced an employee so focused on doing his job that he missed the reason for his job—satisfying customers.

I went to a grocery store to purchase cream cheese. Because I seldom grocery shop, my wife gave me the in-store location for finding the product: “It’s on the left wall of the store in the dairy section.” The dairy section proved to have more than cream cheese. I found milk, orange juice, butter, eggs, and yogurt, but no cream chews. I spotted a store employee bending over the dairy case fronting and replacing cheese. I saw hope and move beside him. I asked, “Where is the cream cheese?” Without looking to his left to see me and remaining bent over he continued to restock. He grunted, “Down there.” That was it. I got the message. I was an interruption of his morning and an impediment to him accomplishing his job.

I went down there, found my cream cheese and moved to the checkout counter. As I glanced back, the employee was still bent over stocking product—doing his job. He never understood helping me have a great experience — though not written in his employee manual, was his real job.

Maybe I should have spoken to his manager or even the store manager. My better judgment told me that neither of the managers would use my shopping experience as a teaching moment. Like so many other employees, managers are also working.

Andrew Carnegie, the self-made steel tycoon, and philanthropist of the 19th century was once asked the reason why so many people fail in life. He said, “There are two types of people who never achieve very much in the lifetimes. One is the person who won’t do what he or she is told to do, and the other is the person who does no more that he or she is told to do.” Carnegie observed that people fail for one or two reasons: they won’t do, or they do only the minimum.

Often it is the small acts that make a big difference. A little extra thought, attention, and effort may not change the world but, that extra can make someone feel extraordinary. Today and every day focus on how you can make someone’s encounter with you a positive and memorable experience.

MY NAME ISN’T ON A $50 BILL. BUT, IT’S ON MY CREDIT CARD

“Names have power.” —Rick Riordam, American author

 If there is a field of study that creates few, if any, millionaires it is, “anthroponomy” which analyzes the names of human beings.  I have not personally met an anthroponomics practitioner. But I know person’s name is significant and has the power to shape and influence their life.

I'm not sure if I am the only person that likes his or her name. But I am proud of my name. My name is straightforward and short; not a name that invokes celebrity.

Knowing your name gives a business the ability to personalize the seller/buyer relationship. Personalization occurs in several ways. Knowing your customer buying habits and addressing them by name are only two of the ways but critical ways.

Recently I made a reservation with a local car dealer to have my car serviced on a Friday morning at 9:00, I showed up at 8:55. My motto (borrowed from the Army) is:  To be early is to be on time; to be on time is to be late, and to be late is non-acceptable.”

The service representative, greeted me with, “How can I help? WOW! How can I help? Really? You have a computer that shows I will be here at 9:00 a.m. with my 2015 car for the 12,000-mile service and the updating of two recall notices.

I’m sitting in my 2015 silver Ford Escape looking at you. It's 8:55 a.m. If you had taken the time to look at your daily schedule, you would know who I am and why I am here. I know it is early, but you set the time. A great greeting would have been, “Good morning Mr. Nalls, I see you’re right on time, and we’re ready to update those two recalls and service your Escape. Have you had any problems with the vehicle?”

What makes this a great greeting?

1.    The greeting, “Good Morning” is positive and friendly.

2.    Using my name tells me you know who I am as a person and not just a customer.

3.    “I see you’re right on time” acknowledge my punctuality and tells me that you appreciate me being on time.

4.    “We’re ready,” signals you expected me and the service would be prompt and timely.

5.    “Have you had any problems,” shows interest and concern. You want me to be satisfied with my Ford Escape.

You know my VIN, but not my name. Like most people, my name is important to me, and when someone uses it, it helps bridge the gap between us. If you’re in business, and I’m buying your product or services, calling me by name sounds like a relationship.

While my photo isn’t on any of my credit cards all of them, have my name. I hand my card to a cashier, they scan it, hand it back along with the receipt. I say, “thank you,” and they wait on the next customer. They had my credit card, with my name on it, and never once said, “Thank you, Mr. Nalls, we appreciate your business.

To be fair, there are employees in the "zone" with their customers. I had my computer serviced yesterday. The company does all the work using the internet to “look” at my computer. Once they determine the problem, they fix it. Well, this morning I got up, and the new router they had connected for me wasn’t working properly. I call them. Before I explained my problem, I said, I’m sorry to have to call you back but.” The service tech interrupted me and said, “No, Mr. Nalls you don’t need to apologize, YOU ARE THE REASON I HAVE A JOB!

So, I think about these three experiences, all three employees have my name, but only one of them called me by name. People have a name for a reason: for others to recognize us.

New Success Book Now Available

I recently published a new book, "Mentor In The Mirror". Please go to my web site: www.waynenalls.com

I have incorporated a few of the previous articles into my new book, MENTOR IN THE MIRROR, an eBook available at Amazon, Barnes & Noble, Apple and eight additional eBook retailers. Please go to my website (listed above) to preview this new book that focuses on a unique mentor who will encourage, guide, motivate and provide expertise to help you achieve what you define as personal success.

Mentor In The Mirror is ideal for the individual looking to improve personally, but could be easily adapted for employee training at any corporate or organization level, as well as course curriculum for college business communications.

I believe that when you have finished reading Mentor In The Mirror you will fully understand The Law of Mentor In The Mirror: "What's happening on the outside is a reflection of what's within."