A postman who strives for exceptional service

Where is Fred?

“When your life is at low tide, when your professional commitment is wavering and you just want to get the job done and go home, what can you do?

“I think about Fred who used to deliver my mail. If Fred the Postman could bring extraordinary creativity and commitment to putting mail in a box, I can do as much or more to reinvent my work and rejuvenate my efforts. He is proof that there are no insignificant or ordinary jobs when they’re performed by significant or extraordinary people ... it’s the Fred Factor.”

The Fred Factor by Mark Sanborn

“The Fred Factor is about going the extra mile and doing more than is expected. It is revolutionary, yet simple. It is life changing,” according to Brian Tracy, author of “Focal Point and Goals.”

Fred has been the subject of some of my articles. He comes to mind frequently when I witness exceptional customer service. Fred is a mail carrier who loves his job and really cares about the people he serves. He goes above and beyond, making new friends because of his genuine desire to make a difference for his clients.

Here is a summary of the principles learned from Fred that we all can apply in our professional and personal lives:

Everyone makes a difference

“Fred the Postman understands that each employee is representative of their business or company no matter what level.” No one person can make an organization successful if the entire team is not recognized for their commitment. Due to an amazing staff and dedicated volunteers, the Chamber is able to make each program or initiative a success.

Success is built on relationships

“Fred is proof that in any job or business, relationship building is most important because the quality of the relationship determines the quality of the product or service.” Technology is effective, but there is nothing like working on an issue and reaching consensus because of the relationship you have developed in a facetoface meeting.

Continually create value at no cost

“Replace money with imagination ... out think your competition rather than outspend them ... Fred is the kind of employee who will give you an advantage.” Think about what you can accomplish creatively and efficiently. Engage your colleagues in this discussion. You will be amazed at what you discover.

You can reinvent yourself regularly

Fred believes that “no matter what job you hold, what industry you work in, or where you live, every morning you wake up with a clean slate. You can make your business, as well as your life, anything you choose it to be.”

Hopefully, we are among the Freds!