Our Very Own Fred: The Power of a Smiley | Fred Factor by Mark Sanborn

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:

Our Own Fred - Fred Factor in Action

That’s right, she puts smilies…and it makes a huge difference to us.