I recently went to the branch of a major retail chain to look for a new bed for our guest room. Michael, the customer services chap, came as a bit of a surprise. First because of his age – he looked to me to be in his mid-70s.. Second, because of his appearance – he was well dressed (sported a narrow retro tie) and projected a friendly yet professional persona.
The mix of age, appearance, and professionalism gave me an immediate sense that I could trust this man 100%.
I explained to him that a family member would be undergoing three months of therapy and the bed had to be just right. He asked that I bring the family member into the showroom later that day so he could choose and recommend the best solution.
In due course we got to the documentation and bill paying stage and he suggested we went for a stroll around the store while he carefully put the paperwork together. Funnily enough we ended up making several unintended purchases!
When everything was finalised Michael mentioned he only works on weekends but assured us that he would personally take responsibility for making sure the delivery would be on the day and time that suited our schedule.
During the week following I noticed a missed call on my mobile. It showed up as Hatfields Beach which is up north, about 90 minutes drive from the branch where the store is located. I gave the number a call back and an elderly lady answered. She was surprised by my call – “the Institute for what?” she politely enquired. “Let me go out to the garage and ask my husband Michael” she said. “Perhaps it was him who called you.”
Then the penny dropped.
Michael came to the phone and said he was just checking in to see if everything had gone as per plan. I was more than impressed to find that Michael, on his days off, had made such an effort to deliver on his promise and to go the extra mile.
Not only was I impressed with Michael but also with the retail company who he is employed by. They obviously know something about people and customers. About choosing staff who are authentic and build trust. About diversity and valuing the experience that grows with age. About the relationship between staff engagement and customer engagement. And about how customer centric staff (even 70-year olds) can drive revenue, profit, and shareholder value creation.
I haven’t looked up the company’s annual report but my bet is that they are performing well in a very competitive retail market.
In any event, here’s to all the Michaels. They make our world a better place, and when they are supported by a great leader and are doing what they are passionate about, they flourish at a personal level too.
I hope this story finds you following your passion and provides some food for thought and soup for the soul.
PS. That particular morning I was on a mission to visit three or four stores to see what was on offer and this was my first stop as it’s nearest to home. After my initial meeting with Michael, I decided to go no further.
Wouldn’t we all like a bunch of Michael’s on our crew?
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