11 Aug An instinct to help
This morning our postman arrived, full of smiles and energy as he usually does. After asking how we all are (as he does every single day), he told us that the organisation he works for has asked staff to submit ideas for ‘new ways the business can engage with customers’.
Wanting to help, we immediately started throwing out ideas – “delivering dry cleaning”, ‘book sharing service’ and silly ones like ‘bringing us coffee’.
“I already do that” he said.
He told us about delivering soup to an elderly woman in our neighbourhood when she was very sick with the flu, just because she asked him to. Then he told us about a man in our neighbourhood who’s leaving for an overseas trip tomorrow and too busy to get his cash converted to euros. This customer trusts our postman so much that he gave him $1,000 in cash and asked him to get it converted for him! I can’t help but wonder what other hundreds of little deeds our postman has done. Deeds that perhaps go unrecognised.
It’s a fantastic reminder for organisations that people inherently want to help others, there’s an altruism inside every one of us. If we want to build customer-centric cultures, we need to remove the barriers that limit that inherent desire to help, and we need to recognise team members each and every time they go out of their way for customers.