Today is just like most Sundays. I get up early, play with the kids and then go to the store to get the Sunday newspaper and a few healthy items (for those who know me well know that was a joke – I rarely eat healthy) at the grocery story.
As I was talking on my cell phone to my buddy GS, I walked into Tom Thumb and had a few quick items to buy. Normally I don’t like to chat on my cell phone in a store but since I hadn’t spoken to him in a few weeks I continued our discussion. I was still on the phone and of course in the express checkout line since I had maybe 7 items. The cashier’s name was Tony who was very nice and outgoing. I gave him my rewards card and he said to me “do you need any ice today?” I paused for a minute and asked GS if I could call him back. I then looked at Tony and said “I am just curious. I know Tom Thumb does a lot of training did they tell you to say that?” He paused and wasn’t sure if he might be in trouble and answered “no not at all. I assume since you have cases of water, soda and other drinks that is warm I thought you might be having a party or something and need some ice”.
I looked at Tony and said “I wish everyone on our team and every company was like you”. Thanks and have a great day!
I was very impressed for a number of reasons:
- Tony was very proactive
- He was trying (maybe he didn’t even realize it) to increase revenue but up selling
- He was adding value and purpose to my trip
- It was a memorable experience
What do you think of Tony?
- Don’t you want everyone on your team to be like Tony?
- Are there other stores that do the same thing and allow employees to be creative?
I look forward to reading your comments.
Fee Sepahi says:
Hi Merrill.
I would like to have a Tony in my midst of folks that I interface with. I think it’s a fine attribute to be aware and sensitive to the client need and on some level, take away the worry of “did I get everything”, forcing a possible run back to the store.
I know the stores I go into, I always get asked “did you find everything”, but that’s not the same as I may not know what that “everything” thing is, at that time.
Brave to Tony for being proactive and sensible.
Best,
Fee
Fee Sepahi says:
UGH, typo…meant Bravo to Tony….
Ed Sugar says:
Clone him and send 5 to me. Always can use more people like Tony.
Merrill Dubrow says:
Ed,
Totally agree! Great point.
Merrill
Melanie Courtright says:
I like the fact that he was doing his own thinking. People who can think independently and then be proactive are a great find. I need a few of those sent my direction, please. Did you offer him a job at M/A/R/C?
Merrill Dubrow says:
Melanie,
Not yet – but who knows that might change down the road.
Merrill
Steve Gentile says:
Merrill -
First, Fee’s comment and correction of “Brave” to “Bravo” — I think the initial word “Brave” is completely appropriate and a straight on bullseye. Tony was brave for going above and beyond, could have stayed safe and just rung up the order as presented. But he didn’t. Not only asking about ice — but interrupting your conversation. All brave acts if you ask me.
Also, I am always curious when a comment or action causes me to “derail” or change current course. Tony’s comment stopped your conversation enough that you terminated your call (which was obviously an important one, albeit able to be delayed) to cause you to (a) think about what he said (and think if you needed to take action) and (b) engage in conversation – not just about the comment but what training may have been behind it.
Thinking beyond the immediate is often what brings someone to the front of the line, noticed, and – well, shared with others here!
Fee Sepahi says:
Thank you, Steve! I also appreciate the word brave and those who stop me in my tracks, to think things through.
Best,
Fee
Steve Gentile says:
That “stop in the tracks” sort of experience can have some great epiphanies along the road of life. I’m trying to be more mindful of such moments in my life.
Merrill Dubrow says:
Steve,
I think you are 100% right. It was very brave of Tony since he had never met me before and no idea how I would react. He was very respectful, thoughtful and proactive and it was VERY well received.
Great comments.
Thanks.
Merrill