How to Provide Extraordinary Customer Service: The Fred Factor

Summary

In this engaging and personal story, the speaker recounts their experience of moving to Denver in 1987 and meeting Fred, their thoughtful and dedicated postal carrier. Fred goes above and beyond his duties, from delivering mail to protecting packages from thieves. The speaker reflects on Fred's exceptional service and how his commitment to excellence was rooted in a simple but powerful philosophy: never waste a moment. This story underscores the value of dedication and the importance of making each day count, leaving a lasting impression of selflessness and motivation.

Takeaways

• 😀 The speaker moved to Denver, Colorado in 1987 and bought a 1928 Bungalow in Washington Park.
• 😀 The speaker was single when they bought the house, and they didn’t get married until later in life, at 37 years old.
• 😀 The speaker shared an anecdote about how they would respond to questions about not being married by saying they weren’t ready for a 2-3 year commitment.
• 😀 The speaker received a warm and unexpected welcome from their postal carrier, Fred, who introduced himself and offered to hold their mail while they were traveling.
• 😀 Fred, the postal carrier, provided exceptional service by offering to bundle mail and ensuring it was secure when the speaker was away.
• 😀 Fred demonstrated concern for the speaker's security, advising that a full mailbox could indicate they were out of town and potentially lead to a robbery.
• 😀 A UPS delivery error resulted in Fred picking up a misdelivered package, transporting it to the correct address, and even trying to hide it with a doormat to ensure it wasn’t stolen.
• 😀 The speaker was so impressed with Fred’s service that they left him a Christmas gift, which prompted Fred to send a letter thanking them and explaining why he provides such exceptional service.
• 😀 Fred’s motivation for going above and beyond was revealed when he shared that he worries about not wasting the present moment and that he finds fulfillment in his work.
• 😀 The story illustrates the importance of commitment, attention to detail, and going the extra mile in service, which are key themes in the speaker’s own philosophy on life and business.
• 😀 The speaker concludes with a core message: fear nothing but wasting the present moment, summarizing the principles they’ve built their career and life on.

Q & A

Why did the speaker initially respond with humor when asked why he wasn't married?

The speaker used humor as a way to respond to people who repeatedly asked about his single status, specifically by joking that he wasn't ready for a 2-3 year commitment. This helped deflect the intrusive question.

What was unique about the postal carrier's introduction to the speaker?

The postal carrier, Fred, personally visited the speaker's house to introduce himself and offered to adjust his delivery schedule based on the speaker's travel plans, which was an unusual and thoughtful gesture.

Why did the postal carrier, Fred, offer to hold the speaker's mail while he was away?

Fred suggested holding the speaker's mail to prevent burglars from targeting his home. He pointed out that a full mailbox could signal that the homeowner was away, making the house a potential target for theft.

What happened when the speaker returned from his trip and found his doormat missing?

The speaker discovered that UPS had mistakenly delivered a package to a neighbor's house. Fred, the postal carrier, had noticed the mistake, retrieved the package, and placed it on the speaker's porch, covering it with the doormat to keep it safe.

How did Fred go above and beyond in his postal duties?

Fred not only delivered the mail but also helped with a misdelivered UPS package, providing additional assistance beyond his official responsibilities. He also proactively ensured the security of the speaker's mail while he was away.

What did the speaker do to show appreciation for Fred's exceptional service?

The speaker left a gift for Fred in his mailbox during Christmas 1988 to express gratitude for his excellent service and dedication.

Why was the letter from Fred to the speaker unique?

Fred's letter was unique because, despite being a personal communication, it was legally stamped to ensure it adhered to postal regulations, even though it was a personal note from Fred to the speaker.

How did Fred's actions challenge the speaker's perception of service and motivation?

Fred's dedication to his job, despite not receiving any extra compensation or incentives for his exceptional service, led the speaker to reflect on what truly motivates individuals. Fred's intrinsic motivation was simply to do his job well, and he worried only about whether he wasted the day.

What is the core message the speaker conveys in relation to Fred's story?

The speaker emphasizes the importance of not wasting the present moment. Fred's actions and commitment to excellence serve as a metaphor for living with purpose and integrity in everyday life.

What personal lesson did the speaker learn from Fred's approach to work and life?

The speaker learned that true fulfillment and excellence in life and work come from internal motivation and not from external rewards. Fred's commitment to doing a good job, without seeking recognition or compensation, was a key takeaway for the speaker.