Two weeks ago I wrote about restaurant staff who work hard to provide a great dining experience in the midst of all different kinds of customers. Just the other day I saw a picture of a sign someone had put up that said, “The whole world is short-staffed, be kind to those who showed up.” Great point! I kept that in mind last night when Suzi and I and another couple (different couple from the ones I wrote about before) did a progressive dinner date. We went to one restaurant for dinner and another restaurant for dessert (no, we don’t live our whole lives in restaurants). At dessert, I actually thanked our server for showing up to work today. That restaurant was busy and the wait staff was a bit harried and they did their best.
Every once in a while you run into a superstar like Bailey who I wrote about two weeks ago. She’s the one who put “orange juice” on top of our sundaes. This story isn’t mine, but I love it and wanted to share it with you.
Another Super Star
Several years ago I read a good book by John G. Miller called QBQ! The Question Behind the Question: Practicing Personal Accountability at Work and in Life, At the beginning of Chapter One he tells this story.
It was a beautiful day when I stopped into Rock Bottom restaurant for a quick lunch. The place was jammed. I didn’t have much time, so I was happy to grab the one stool they had available at the bar. A few minutes after I sat down, a young man carrying a tray full of dirty dishes hurried by on his way to the kitchen. Out of the corner of his eye, he noticed me, stopped, came back, and said, “Sir, have you been helped?”
“No, I haven’t,” I said. “And I’m in a bit of a hurry. But all I really want is a salad and maybe a couple of rolls.”
“I can get you that, sir. What would you like to drink?”
“I’ll have a Diet Coke, please.”
Oh, I’m sorry, sir, we have Pepsi products. Would that be all right?”
“Ah, no thanks,” I said with a smile. “I’ll just have water with lemon, please.”
“Great, I’ll be back.” He disappeared.
Moments later he returned with the salad, the rolls, and the water. I thanked him, and he was quickly gone again, leaving me to enjoy my meal, a satisfied customer.
Suddenly, there was a blur of activity off to my left, the “wind of enthusiasm” blew behind me, and then, over my right shoulder, stretched the “long arm of service” delivering a twenty-ounce bottle, frosty on the outside, cold on the inside, of–you guessed it–Diet Coke!
“Wow!” I said. “Thank you!”
“You’re welcome,” he said with a smile and hurried off again.
My first thought was Hire this man! Talk about going the extra mile! He was clearly not your average employee. And the more I thought about the outstanding thing he’d just done, the more I wanted to talk to him. So as soon as I could get his attention, I waved him over.
“Excuse me, I thought you didn’t sell Coke,” I said.
“That’s right, sir, we don’t.”
“Well, where did this come from?”
“The grocery store around the corner.” I was taken aback.
“Who paid for it?” I asked.
“I did, sir; just a dollar.”
By then I was thinking profound and professional thoughts like Cool! But what I said was, “Come on, you’ve been awfully busy. How did you have time to go get it?” Smiling and seemingly growing taller before my eyes, he said, “I didn’t, sir. I sent my manager!”
The Point(s) Of The Story
That server was clearly amazing. And the author goes on to make his great points about asking the right questions like, “What can I do in this situation to make a difference?” rather than what he calls “incorrect questions” like, “Why do I have to do everything around here,” and, “Who’s supposed to be covering this area, anyway?”
I would also like to give some recognition to the manager in that story. How many managers do you know who would respond to their employee by actually going to the grocery store and buying that coke? That person understood their role in supporting amazing performance. In my book, that makes them pretty amazing, too.
One final point. There is a lot of complaining going on in the world these days, much of it is justified. But, there is also amazing happening. Keep your eyes open for amazing, acknowledge it when you see it. Better yet, be amazing.