Thank you for all of the feedback from our “Toilet Paper Syndrome” Point last time. We got a message from a long-time reader saying, “Best one yet” and another said, “This hits home with a lot of struggles we have with people development in the work place.” If you’d like to refer back to the point, go to http://bit.ly/KICixK. Let’s continue this week talking about
A while back, I got a call from Bill Morton, the CEO of Robins & Morton, saying their were interested in hearing more about our sales coaching program. He knew of several people who were or had been in our coaching programs. Founded in 1946, Robins & Morton is a general contractor specializing in complex healthcare, commercial, education and industrial projects.
We agreed to meet at his office before business hours. When I arrived, I went into their office and when the next employee came in, they quickly asked if they could help me. I told them who I was and that I was to meet with Bill, but I was a little early. They quickly went to his office, told him I was there and quickly came back letting me know he’d be with me in 5 or 10 minutes. So, I sat down.
Then another employee came in the lobby on their way to their office. Once they saw me sitting there, the immediately asked if I was being helped and if there was anything they could do to help me. I explained that I had been helped, I thanked them and then they left.
Then came in the next person. They greeted me with a smile and said hello and walked past me. As the were about to turn the corner, they stopped and asked if I was being helped. I assured them I had been helped.
The next employee came in and repeated the offer to help me. In just under 5 minutes of waiting, EVERY employee who saw me seated in their lobby stopped to ask if they could help me. I went 5 for 5 employees—100% of the time, they got it right!
Corsini’s Point:
Robins & Morton obviously has a culture of customer service and helping. To go 5 for 5 in this brief vignette of a stranger arriving at their doorstep before working hours and everyone offered to help demonstrates a culture of helpfulness and focusing on others. Try this exercise at your own office and see how well you turn out.