When it comes to serving your customers, it’s the simple things that make a difference.
Our postal delivery person is awesome. She is our “Fred.” If you don’t know what I mean by “Fred,” check out Mark Sanborn’s book, The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary or the follow-up Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results. The inspiration for both books is a guy named Fred, a postal worker who goes above and beyond his job description and delivers fantastic service. People love him!
Our postal delivery person does a lot of stuff that sets her apart.
- She always smiles and waves if she sees us in the yard.
- She walks to our door with a spring in her step when she delivers a package.
- She puts smilies on our mail, like this:
That’s right, she puts smilies…and it makes a huge difference to us.
Oh, you’re at a big business you say? Can’t use smilies? Perhaps, but you can do things that set you apart from the crowd.
You can separate yourself from all of the other sheep…I mean employees at your company.
You can distance your business from the coldness of other companies.
Maybe it’s smilies.
Maybe it’s using the word “dude” in the subject of an email to clients. (I do it all the time and it works great when used the right way)
Maybe it’s just smiling broadly at people in the halls or as they enter your business.
And it all starts with saying this to yourself:
When you say that to yourself and act that way, it shows.
Your customers feel cared for.
Your teammates at work care back.
The world is truly a better place.
All from two words.
How can you be a Fred to someone today and show those around you that you care about them today?