When I promote someone to manager at Minuteman Parking, one of the first things I do is hand them a copy of Ken Blanchard’s Simple Truths of Services: Inspired by Johnny the Bagger. This book helps to reinforce the Minuteman Parking Commitments to Excellence.
I like this book because it helps people see that everyone can make a contribution and a difference. And that what may seem to be a small gesture can pay huge dividends. The story is about Johnny who has Down Syndrome and is a bagger at a grocery store. Johnny’s contribution was to come up with a new special saying each night. He would type up the saying and would then put them in customers’ bags the next day. This small gesture ultimately transformed the whole store and inspired other employees to ‘delight’ their customers too.
My challenge to all Minuteman employees is to:
Think about something you can do for your customer to make them feel special - a memory that will make them come back.
If you don’t have time to read the book, at least take the time to watch this 3-minute movie about the story. I am confident that you will be as inspired by the story as I was and continue to be: