The following was sent to me in an e-mail from a new friend, Edie, over at FOGO:
“Creating a Memory
TGIF Today God Is First Volume 2 by Os Hillman
Tuesday, January 31 2012
“The greatest among you will be your servant” (Matt 23:11).
Ken Blanchard, the author of the One Minute Manager, once shared a story about what can happen when individuals in a company model servant leadership, no matter where they are on the totem pole.
A business consultant was training more than 3000 employees of a mid-western grocery chain to approach their jobs with a goal of creating a memory for their customers. She stated that “this is what will distinguish your store from all others.”
Johnny was a 19-year old bag boy that had down-syndrome. His first response to the consultant’s suggestion was “I’m just a ‘bag boy.'” Nevertheless, he went home and shared what the consultant said with his mother. They began to ponder the consultant’s words about how he could create a memory for his customers. Johnny had a habit of collecting inspirational thoughts that he would often read. He decided he would begin printing these sayings and place one in each of the bags of his customers. When customers came through the line he would place the sayings in their bag and say, “I’ve included some of my favorite sayings in your bag in hopes it will encourage you today. Thanks for shopping with us.”
After just a few weeks, an amazing thing began to happen. One day the store manager noticed that all the customers were lined up at only one cashier station when there were other stations open. He began to panic, thinking the other stations were broken. After further investigation he found this was not the case. Actually, customers wanted to come through Johnny’s line in order to get his saying of the day.
One woman came up to the manager and said, “I used to come to the store only once a week, but now I come everyday!” Johnny’s example spread to other departments in the store. The florist began giving a flower to each florist customer. The meat department put Snoopy stickers on each meat order with a special greeting. This one act by a bag boy changed the entire climate of the store.*
How can you create a memory for someone in your workplace today?”
Without maybe knowing it sometimes, we create memories for those around us every day. On our way to work we may stop to pick up donuts for the office 😉 and in that simple act of kindness and appreciation for our workmates, we may also simply open the door for an elderly person leaving with her hands full, or smile at the cashier as he takes our order, or friendly chit-chat with another customer waiting for her coffee.
Monday I came in to work with a card I had written to Lisa that works downstairs from our offices. It was covered with inside jokes latent with sincerity of gratitude from her hospitality during my first days at FSS. (Lisa is the embodiment of a welcoming committee and one woman act). Upon my arrival I found her upset and on the phone, so I just placed the card on her desk and signaled I was going on upstairs.
Later, I went back down to check on her. She thanked me for the card and explained she wasn’t feeling well that day, and it just hadn’t been a good morning. She pointed out that she pinned the card on her bulletin board. “I mean, who does that,” she exclaimed?!
I’ve been called a “butt-kiss” all my life because of the random and premeditated acts of kindness I find myself doing for others around me. My Mawmaw and Papa were big on writing notes to us. Birthday cards were also a big deal. I would always anticipate what they’d write. My mom and dad both, too, are “note-writers”; although, in today’s world, Daddy has converted to texts and e-mails.
Papa stopped by and left a note for my niece, Presley, once. It was maybe the last note he wrote to her before he died. (In his lovely penmanship)- “Presley, I brought you these books so you can learn to read them to Isabella and pass them down to her some day. I’m glad you enjoy reading. Love, Papa” You can’t make up memories like that.
So, who does that? My family. “That’s just the way we are,” as my Mawmaw once said. As I said in my first post, now that I’m a part of the FSS “family”, nobody’s safe from my cards!
I think a lot of it has to do with being led to do certain things. About a year and a half ago, I was texting out a “Quote of the day”. It was amazing how many people looked forward to them every day and how the quotes would get forwarded along to others.
I hadn’t been sending the quotes to my cousin, Bart, who lives in Ellijay. He was newly married at the time, and we didn’t talk often, but I thought he’d like to receive the messages, too; so one day in September 2010 I started sending the messages to him….or so I thought.
This woman, Selena, who had my cousin’s old cell number, was dealing with all these feelings of loneliness and doubt; she just felt unloved. Only God could’ve been working it out that a text of mistaken identity would give a perfect stranger so much comfort, peace, and joy.
Some of our customers have written in and e-mailed us thanking Full Scope Services for creating special memories for them.
Edgar, the owner of a construction company in Alabama: “I want to thank you for all of your hard work on our behalf….You have been very patient and diligent through this long process. If there is ever an opportunity to recommend your company…I will be glad to recommend you. Again, I truly thank you!”
To Edgar and all of our customers: Thank you. Thank you for trusting that our people go above and beyond to take care of you.
We want to hear from all of you! How has FSS created a memory for you? Comment here or on our Facebook page. Remember, you can also follow FullScopeServicesLLC on Twitter @CBuchanan21