Does your company have a Delores or Frank? The “Undercover Boss” wants to know.
If you haven’t checked out the new TV show “Undercover Boss,” you’d better! It’s on CBS Sunday at 8:00 pm CST.
Joe DePinto, CEO of 7-Eleven, went undercover to learn about the heart and soul of his company. He pushed a mop, set up coffee makers, cleaned restrooms, delivered products and worked on the pastry production line.
One of my favorite segments was Joe’s visit to the 7-Eleven store that sold the most coffee per day. Why was this store so busy? It wasn’t the coffee, store location or the well-lit parking lot, DePinto learned.
It was the lead person on the early shift, Delores. Delores took time to learn every customer’s name. As soon as they hit the door, customers received their personalized Delores greeting.
“Good morning Charlie. Hey Tony! How ya doin’ Marty? What’s up Rita, how’s your sister feeling?”
She was the customer’s link to start their day. Customers took a little of Delores with them to work. She gave them her smile and upbeat attitude. Delores became their friend, mother, grandmother, sister or confidante.
DePinto also found out that Delores was on kidney dialysis and was waiting for a kidney transplant. My husband and I shed a few tears when we learned that 7-Eleven had established an organ donation awareness program in Delores’s name at all 7-Eleven stores.
Employees make the difference. It’s not the bosses. Who is the face your customers see? Whose voice do they first hear when they call your company? Who greets employees as they arrive?
Recently, I was in the lobby of one of my clients, H&R Block. I had the privilege to watch Frank, one of the security guards at the front desk. He greeted all employees by their first names as they arrived and exited the building.
Employees take Frank’s sunny greeting with them to their cubicle. Frank helps them start and conclude the day on a personal and positive note.
Think about your customer and employee touch points. How are they? Are they what they should be? Are they what they need to be? Do you have a Frank or Delores to thank? Reward! Why not recognize how special they are?
How does your company stack up?
Comment on this blog and let me know what you think.