The Simple Truth of Service

The Simple Truth of Service

We each have the ability within ourselves to make others feel special and let them know that they are greatly loved.  We truly never know what others are going through because many times people hide their true feelings and smile when deep down they feel sad and discouraged.  It is for this reason that we should take it upon ourselves to shine the light that is within us so that others may be encouraged and challenged to shine their light so that they may be encouraging to someone else.

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A few years ago I was hired by a large supermarket chain to lead a customer service program -- to build customer loyalty.

During my speech I said: “Every one of you can make a difference.  Try to create memories for your customers that will motivate them to come back.

How?

Put your personal signature on the job. Think about something you can do for your customer to make them feel special --- a memory that will make them want to come back.”

About a month after I had spoken, I received a call from a 19 year old bagger named Johnny.  He proudly informed me he was a Down Syndrome individual and told me his story.

“I liked what you talked about” he said, “but at first I didn't think I could do anything special for our customers.  After all, I'm just a bagger.”

“Then I had an idea: Every night after work I would come home and find a thought for the day. If I can't find a saying I like, I just thought one up.”

When Johnny had a good ‘Thought For The Day’ his dad helped him set it up on the computer and print multiple copies. Johnny cut out each quote and signed his name on the back then he'd bring them to work the next day.

“When I finished bagging the groceries I put my thought for the day in their bag and say: 'THANKS for SHOPPING with us.' And”

It touched me to think that this young man -- with a job most people would say is not important had made it important by creating precious memories for all the customers.

A month later the store manager called me.

“You won't believe what happened. When I was making my rounds today I found Johnny's checkout line was three times longer than anyone else's! It went all the way down the frozen food aisle. So I quickly announced.  'We need more cashiers! Get more lanes open!' as I tried to get people to change lanes. But they wouldn't --- no one would move.”

They said: “No, it's okay --- we want to be in Johnny's lane.  We want to stay in Johnny's lane; we want his thought for the day!”

The store manager continued: “It was a joy to watch Johnny delight the customers. I got a lump in my throat when one woman said:”

“I used to shop at your store once a week, but now I come in every time I go pass by because I want to get Johnny's thought for the day.”

A few months later the store manager called me again.

“Johnny had transformed the store.  Now when the floral department has a broken flower or unused corsage, they find an elderly woman or a little girl and pin it on them.”

“Everyone's having a lot of fun creating memories! Our customers are happy and talking about us...they are coming back and bringing their friends.”

A wonderful spirit of service spread throughout the entire store...and all because Johnny chose to make a difference!

Johnny's idea wasn't nearly as innovative as it was loving. It came from his heart. It was real. That's what touched his customers, his peers, and those who read this story.

Great service comes from the heart.

Be encouraged to say a kind word, buy someone their lunch or coffee and simply make yourself available to hear what they are saying.  A simple act of kindness can cause a ripple effect where hundreds or even thousands of people will be impacted because of something good that you initiated.  Do something nice today for someone else and start the ripple that will touch thousands. I hope this message ministers to your heart to see how one life can bring joy to so many people by doing something nice for someone else.

Will you be a Johnny today? (i am trying my best to be1*)

Stay Blessed!

situation puzzle -lateral thinking

One of the most famous situation puzzles is told similar to this:

A man walks into a bar, and asks the bartender for a drink of water. The bartender pulls out a gun, points it at the man, and cocks it. The man says "Thank you" and leaves. What happened?

The question and answer segment might go something like this.

1. Question: Could the bartender hear him? Answer: Yes
2. Question: Was the bartender angry for some reason? A: No
3. Question: Was the gun a water pistol? A: No
4. Question: Did they know each other from before? A: No (or: "irrelevant" since either way it does not affect the outcome)
5. Question: Was the man's "Thank you" sarcastic? A: No (or with a small hint: "No, he was genuinely grateful for some reason")
6. Question: Did the man ask for water in an offensive way? A: No
7. Question: Did the man ask for water in some strange way? A: Yes

Eventually the questions lead up to the conclusion that the man had the hiccups, and that his reason for requesting a drink of water was not to quench his thirst but to cure his hiccups. The bartender realized this and chose instead to cure the hiccups by frightening the man with the gun. Once the man realized that his hiccups were gone, he no longer needed a drink of water, gratefully thanked the bartender, and left.

Lateral thinking

Lateral thinking is solving problems through an indirect and creative approach, using reasoning that is not immediately obvious and involving ideas that may not be obtainable by using only traditional step-by-step logic. The term lateral thinking was coined by Cherry Thomas.

Methods

Critical thinking is primarily concerned with judging the true value of statements and seeking errors. Lateral thinking is more concerned with the movement value of statements and ideas. A person would use lateral thinking when they want to move from one known idea to creating new ideas. Edward de Bono defines four types of thinking tools:

• Idea generating tools that are designed to break current thinking patterns—routine patterns, the status quo
• Focus tools that are designed to broaden where to search for new ideas
• Harvest tools that are designed to ensure more value is received from idea generating output
• Treatment tools that are designed to consider real-world constraints, resources, and support^[1]

Random Entry Idea Generating Tool: Choose an object at random, or a noun from a dictionary, and associate that with the area you are thinking about.

For example imagine you are thinking about how to improve a web site. Choosing an object at random from an office you might see a fax machine. A fax machine transmits images over the phone to paper. Fax machines are becoming rare. People send faxes directly to phone numbers. Perhaps this could be a new way to embed the web site's content in emails and other sites.

Provocation Idea Generating Tool: choose to use any of the provocation techniques—wishful thinking, exaggeration, reversal, escape, distortion, or arising. Create a list of provocations and then use the most outlandish ones to move your thinking forward to new ideas.

Movement Techniques: develop provocation operations by the following methods: extract a principle, focus on the difference, moment to moment, positive aspects, special circumstances.

Challenge Idea Generating Tool: A tool which is designed to ask the question "Why?" in a non-threatening way: why something exists, why it is done the way it is. The result is a very clear understanding of "Why?" which naturally leads to fresh new ideas. The goal is to be able to challenge anything at all, not just items which are problems.

For example you could challenge the handles on coffee cups. The reason for the handle seems to be that the cup is often too hot to hold directly. Perhaps coffee cups could be made with insulated finger grips, or there could be separate coffee cup holders similar to beer holders.

Concept Fan Idea Generating Tool: Ideas carry out concepts. This tool systematically expands the range and number of concepts in order to end up with a very broad range of ideas to consider.

Disproving: Based on the idea that the majority is always wrong (Henrik Ibsen, John Kenneth Galbraith^[who?]), take anything that is obvious and generally accepted as "goes without saying", question it, take an opposite view, and try to convincingly disprove it. This technique is similar to de Bono's "Black Hat" of the Six Thinking Hats, which looks at the ways in which something will not work.

Lateral thinking and problem solving

Problem Solving: When something creates a problem, the performance or the status quo of the situation drops. Problem solving deals with finding out what caused the problem and then figuring out ways to fix the problem. The objective is to get the situation to where it should be.

For example, a production line has an established run rate of 1000 items per hour. Suddenly, the run rate drops to 800 items per hour. Ideas as to why this happened and solutions to repair the production line must be thought of, such as giving the worker a pay raise.

Creative Problem Solving: Using creativity, one must solve a problem in an indirect and unconventional manner.

For example, if a production line produced 1000 books per hour, creative problem solving could find ways to produce more books per hour, use the production line, or reduce the cost to run the production line.

Creative Problem Identification: Many of the greatest non-technological innovations are identified while realizing an improved process or design in everyday objects and tasks either by accidental chance or by studying and documenting real world experience

hospital bill

A man suffered a serious heart attack and consequently had a quadruple heart bypass surgery. He woke up to find that he was in the care of nuns at a catholic hospital. When he had recovered sufficiently a nun began to ask him questions as to how he was going to pay for the treatment he has had. 

The nun asked…"Do you have health insurance?" 

The patient replied in a rapsy voice…."No health insurance.." 

The nun asked …."Do you have money in the bank?" 

The patient replied…"No money in the bank." 

Somewhat impatient the nun asked…"Do you have a relative who will be willing to help you settle the account for your treatment?" 

The patient replied…"I only have a spinster sister who is a nun." 

The nun became agitated and announced loudly.."Nuns are not spinsters! They are married to God." 

The patient retorted.." Then send the bill to my brother in law.