His name is Terry. He works as a checker at a local grocery store named Dick’s Market in Bountiful, Utah. He is a one of the kindest people I have ever met. I first heard about him around six months ago and then I had an opportunity to meet him. Terry lived up to every expectation I had. So what makes him so wonderful?
Terry is surrounded by an amazing team of people that have been working incredibly hard to make a difference in their local community. He heard what they were up to and decided that he wanted to do something to make a difference. He had no budget. No one knew what he was up to. But he found a way.
Terry was already known for his kindness, but he needed something more. So he started cutting coupons out of his local paper and brought them with him to work. He has a paper route on the side and often there are leftover papers. These became another coupon resources for him.
As customers came through his line and Terry noticed that they had items he had coupons for, he would whip out the corresponding coupons and hand them to the customers. Think about the impression this leaves in today’s economy. Here is this guy who is doing something special for them. It might only amount to a $0.25 or $0.50 savings, but it is the act that matters. In those short few moments, he has made an impression and a connection unlike most in retail.
Now think about what you could achieve with a team full of Terrys. Remember, no one asked him to do this. He simply saw a need and acted on it. More often than not, business success in today’s economy comes down to having an ability to connect with your customers. Every single member of your team, no matter what capacity they operate in, has an impact on your customers. It is more important than ever to recruit, train, reinforce, promote and reward quality team members than ever before.
What are you doing to hire the right people? How are you training them to ensure they prove the best customer service possible? Do you empower them to care for your customers when they run into problems?
What are you doing to matter?
P.S. You can actually see Terry in the video below. He’s about midway through.