Yesterday, on my way to a meeting, I walked by a UPS
truck. As I passed by the driver called my name. I looked over and recognized
Robin, the UPS driver I had met in the mid 90’s when I owned a small technology
We chatted for a bit. He asked (by name) how my wife was. We shook hands and
went on with our days.
Every time I see Robin, I think of two things.
One is my grandfather on my mother’s side, Grandpa Hogan. Because Grandpa Hogan died
when I was young I didn’t get to know him very well. But he left me something
I’ve treasured ever since. It’s an old wooden radio. It never worked very well
and after a few years it died completely.
The reason Robin the UPS driver makes me think of my grandfather is because
Robin loves old radios. His hobby is restoring them. One day (back in the 90’s)
he and I were talking when he told me this. I mentioned the radio my grandfather
had given me so he asked about it.
When I told him it didn’t work he offered to fix it. So now I have a
treasured gift from my grandfather that is even better because it’s been
restored and repaired.
The second thing Robin reminds me of is why I do business with certain
companies over and over. He brings his
whole being to his job. He’ll be the first to tell you he’s nothing special. But
he loves people and he shows it. He shows up every day and he builds
relationships with every stop he makes.
What Robin does for his customers you cannot train. And you cannot motivate,
cajole or threaten employees into doing it. It comes from the heart.
The amazing thing is, Robin is not alone in this. UPS excels at hiring people
like Robin. They’re good at it and it shows with almost every UPS driver,
customer service representative and station employee I’ve met.
Ask yourself, how do your employees compare to Robin? How many radios have they fixed lately?
If your answer is “none”, “not many” or you don’t know then think about how you can change that. Find ways to hire people who enjoy people. Find employees who will
show up every day in every way. Recruit people who truly care about others.
Then give them a working environment that lets them be who they are. Enable
them to show their personality and to develop relationships with their
customers. Build a company that values, rewards and encourages this.
The power of a relationship is beyond measure. And the impact it can have on
your organization will knock your socks off.