In his book, The Fred Factor, author and speaker Mark Sanborn, recounts the true store of Fred, a mail carrier who loved his job and genuinely cared about the people on his route. This book is a fascinating look at the difference that passion can have in our lives and how it can literally transform us into extraordinary individuals. Here are four principles from this remarkable book and Mark’s insights:
Principle number 1: Everyone makes a difference.
It doesn’t matter how how old or young you are or how much talent you have. An individual can still make a difference. Think about it. Do you add to or take away from the experience of your customers and colleagues? Do you move your business closer to or further from its goals? Do you perform your work in an ordinary way or do you execute it superbly? Do you lighten someone’s burden, or add to it? Do you lift someone up, or put someone down? Nobody can prevent you from choosing to be exceptional. The only question at the end of the day that matters is, “What kind of difference do you make?”
Principle number 2: Everything is built on relationships.
Indifferent people deliver impersonal service. Service becomes personalized when a relationship exists between the provider and the customer. Fred took time to get to know me, and understand my needs and preferences. And then he used that information to provide better service than I had ever received before.
Are you and each member of your team taking the time to develop a real relationship with every person who interacts with you in your business?
Principle number 3: You must continually create value for others, and it doesn’t have to cost a penny.
How are you continually creating value for others in your business? Sanborn says in his book that the ability to create value for customers without spending money to do it is the most important job skill of the 21st century. How can you replace the money that bigger competitors may have with your own imagination? The object is to outthink your competition rather than outspend them.
Principle number 4: You can reinvent yourself regularly.
The most important lesson I’ve learned from Fred begs a question: If Fred could bring such originality to putting mail in a box, how much more could you and I reinvent our work? “If Fred the Postman could bring creativity and commitment to putting mail in a box, I can do as much or more to reinvent my work and rejuvenate my efforts. I believe that no matter what you do, every morning you wake up with a clean slate and can make your business and your life anything you choose it to be.”
How well are you doing in your efforts to become a Fred? Here are several evaluation questions from Mark Sanborn’s web site that are worth your consideration in how well you are doing at promoting extraordinary service to your customers and making a difference in their lives.
When was the last time you or did something extraordinary?
Do you have a daily conscious intention to make a positive difference?
Do you feel you have the skills to make a positive difference?
Have you or any member of your team recently received feedback (from a customer, colleague, or other) that what you did made a difference?
Do you know the names of your major and most frequent customers?
Do you regularly express an interest in them and their lives?
Do your customers ask you for help?
Do you feel you know how to create value in your work?
Do you know what your customers value?
When was the last time you feel you personally added value to your work?
Do you feel your work is in a rut?
Do you feel energized and invigorated about your work?
How would you rate your personal program of motivation and renewal?
As you consider your answers to these questions, consider how your awareness, your agenda, your attitude and the actions you take in making the lives of those around you can improve. Each of us can and should resolve to make a greater difference in the lives of those around us this month and always.
