Everyone at The National List knows how important it is for us to provide extraordinary customer service, but we needed some fresh ideas on how to do it. That’s how we came to aspire to be “Freds.” We learned about Fred—a real person—when we attended a “Fred Factor” seminar offered by Bismarck State College. The seminar is based on Mark Sanborn’s book by the same name. I Loved It! I agree with the facilitator who said, “It’s nothing you need to be taught and everything you need to be reminded of.”
Sanborn’s book and motivational seminars were inspired by Fred, his mail carrier, who “passionately loves his job and who genuinely cares about the people he serves. Because of that he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.” If you are inspired by books and motivational speakers, like I am, you might want to look into booking a “Fred Factor” seminar for your business.
Here are just a few of the high points of the seminar—the “Four Fred Factor Principles”—that we hope you’ll notice we’re working on:
- To make a difference in someone’s life every day
- To base our success on building relationships
- To create real value for others in what we do
- To constantly reinvent ourselves
Some random notes I took and principles I’ll be working on include:
- Smile at people, even when you’re on the phone.
- Do what “nice people” do and bring out “feel-good feelings.”
- Remember that it’s the little things that can make a big difference.
- Don’t expect others to do for you. Do for others.
- Be honest with yourself, your customers and each other.
- Recognize other Freds in our members and clients, and commend them for the good they do.
We’ve all encountered people like Fred in our lives. We at The National List were reminded in this seminar that we need to be more aware of the little things other Freds do that make us like them so much. Sanborn said, “Fred the Postman taught me that by bringing passion into our work and life, we can all turn the ordinary into the extraordinary.” Let us know when you see us acting like Fred, and we’ll do the same for you.
by Beverly Unrath, NL Director of Business Development