4
A Catalyst for Change
Steven started off the next Monday morning department meeting with a personal observation.
“This past week, our store manager received a letter from a customer praising someone in our department for their service,” he began. “I read the letter more than once and thought about how good it made me feel—and how proud. And I started realizing that as your department manager, I’m in a position to be able to create that same sense of pride in you all. I don’t think I’ve been doing a very good job of that.”
Kelsey was impressed. Steven didn’t usually show his vulnerable side.
“I’ve asked you to start focusing more on our customers and working to build rapport with them, and that’s still our main objective. But we also need to remember to serve each other when we can, and to treat each other in the same positive way we treat our customers. I’m no different from you in this area. So I’m going to make a point of being more mindful about noticing the good things that are happening around our department—when shelves are well stocked and aisles are clean, or when I see you helping each other or taking extra care with a customer. In other words, I’m going to work on catching you doing things right. You all deserve the same care and focus as our customers.”
Kelsey’s teammates seemed to be encouraged by what Steven was saying. A few of them whispered to each other and a few smiled as Steven continued.
“Our department numbers have been looking very good over the past couple of weeks—even better than last year at this time, which is excellent. With the Back to School campaign going on, Home and Office is one of the busiest departments in the store. I know you’ve all been working hard to keep the merchandise stocked and to help customers find what they need, and I think you’re doing a great job with that. We haven’t had any customer complaints for quite a while, and we’ve even received some compliments. As a matter of fact, I want to share the letter I mentioned earlier. It’s about your teammate, Kelsey Young.”
Kelsey couldn’t hide her surprise as Steven began reading the letter out loud:
I was in Ferguson’s recently to buy some things for my son, who is going away to college. I wanted to let you know how one of your salespeople, Kelsey, helped me find what I needed—and, even more important, how she made me feel.
I was a bit emotional since my son will be going away soon, and Kelsey was able to empathize with me. She turned my shopping trip from something I was dreading into a fun and enjoyable experience. She not only helped me find everything on my list, but she also gave me great ideas for other things he would need that I hadn’t thought of. She was kind and patient with me and seemed to care about my situation.
I just thought you would like to know what a great representative you have in Kelsey. I haven’t always received this kind of service at Ferguson’s, but I will definitely be back to your store and will share this experience with my friends.
Sincerely,
Diane Hernandez
“Great job, Kelsey,” said Steven. “Thanks for representing our department, and our store, so well.”
Although Kelsey was thoroughly embarrassed by Steven’s reading the letter to everyone, she also felt proud. Maybe if her coworkers thought that they, too, might get some kind of
recognition, it would motivate them to take the initiative and help customers.
“Okay now, let’s get down to business.” Steven clapped his hands together. “Who has some great ideas for how we can team up and beat the competition?”
Everyone looked around to see if someone else was going to say something. Aside from a few quiet snickers and murmured comments, the room was filled with a long and awkward silence.
“Really? Nobody?” said Steven, visibly disappointed. “I thought you’d all jump at the chance to pummel those other guys. Where’s your fighting spirit?” He attempted a smile but again got no response from the group.
Kelsey wanted to raise her hand to share an idea, but she knew she would look like a goody-goody after that letter. She remained silent with the rest of the group.
“Okay, let’s get to work—and remember, everybody, the customer comes first” Steven said with a wave of his hand. The room cleared out quickly, but Kelsey stayed behind. She felt sorry for her boss. She could tell he was trying.
“Thanks for sharing that letter, Steven. Do you think I could make a copy of it? I know my grandma would love to read it.”
“Sure” he said, smiling as he handed her the letter. “Just be sure I get the original back so that I can put it in your file.”
Since Steven still seemed to be receptive, Kelsey decided to share her idea from a few minutes earlier. “Do you remember last week when I mentioned the customer service course
I’m taking? It’s part of my business degree, and it’s all about the importance of building relationships with both internal and external customers by showing them you care about them.”
“That’s right. You shared some good ideas with us,” said Steven, interested. “If that letter’s any indication, you must be coming to work and practicing what you’re learning.”
“That’s exactly what I’m doing—and I’m realizing it’s kind of fun to try to impress customers. It’s actually helping me enjoy my job a lot more. For instance, it might sound corny, but I’ve set a goal for today of getting a smile out of every customer I talk to.”
Steven looked surprised. “Terrific. It’s a win-win, then.” They both laughed. Steven’s mood seemed brighter. “I really like this new enthusiasm you have about service. Maybe you can help me create that same energy in the rest of the team. Why don’t you keep me in the loop on the things you’re learning, and we can try to spread your positive outlook to the whole department. We could be a kind of learning lab for the whole store. I know we need to do something soon if we’re going to compete with ShopSmart.”
They agreed to meet each week for a few minutes before the Monday morning meeting. Kelsey would update Steven on what she had learned, and he could pass it along to the team if he felt it was relevant.
For the first time since she started at Ferguson’s, Kelsey left work that day with the feeling that she was part of something important—and that she had taken the first step toward positive change.
“Grandma Kate, I’m home! Time for your physical therapy appointment,” called Kelsey as she stepped into the house.
Grandma Kate laughed as she came down the hall, carrying her purse. “You know me, honey—I’ve been ready for an hour.”
As they drove to the clinic, Kelsey shared how her boss had read the customer’s letter to everyone at the meeting.
“I’m glad you made a copy. I can’t wait to read it,” said Grandma Kate. “You know, honey, when you speak from your heart and treat people with kindness, it always comes back to you. It’s wonderful that you feel helping others is part of your job. That attitude is going to serve you well wherever your life takes you.”
Grandma Kate was always sharing words of wisdom, but Kelsey found it very interesting that this time it was essentially the same message she’d been hearing from her professor about service—to have a caring attitude toward others.
“Good afternoon” said the smiling woman behind the counter as Kelsey and her grandmother walked into the clinic. The woman looked at Grandma Kate. “I’ll bet you’re Katherine Wilson.”
“Yes, I am,” said Grandma Kate. “I just go by Kate.”
“I’ll make a note of that. My name is Barbara. If you wouldn’t mind filling out these forms, I’ll let Iris know you’re here.” She handed Grandma Kate a clipboard and a pencil.
Grandma Kate took the paperwork, and she and Kelsey walked toward the chairs. They hadn’t even had a chance to sit down when an inside door opened, and there stood a petite woman with a long black ponytail, wearing a white jacket and holding a folder.
“Mrs. Wilson?” she called as she looked directly at Grandma Kate, who waved her braced hand.
The woman smiled and walked over to them. “Don’t bother sitting; you can come with me and fill out the papers in the exam room.” She gently shook Grandma Kate’s good hand and said warmly, “I’m Iris Wright, and I’ll be working with you to get your wrist back up to speed.” She turned to Kelsey and smiled.
“Hi. You must be Kelsey. You’ll be bringing Mrs. Wilson to her appointments?” she asked as they shook hands. Kelsey nodded.
“Yes, she’s my granddaughter and the sweetest driver in town” Grandma Kate answered for Kelsey. “Now—I’ve never been to a physical therapist before. Do I call you Dr.
Wright?”
“Please, just call me Iris. I do have my doctoral degree in physical therapy, but I prefer to keep things more casual with my patients.”
“All right, Iris—and you can call me Kate,” said Grandma Kate with a smile.
“It’s a deal. Now let’s head back to the therapy room.”
As they walked, Grandma Kate said, “Iris?”
“Yes, Kate?”
“I have a Tai Chi class that meets every Saturday in the park at the end of my street. I hope I won’t have to give it up because of my sprain.”
“I can’t know for certain until I examine you, but you probably won’t. Just tell your instructor about your injury and wear your brace, and I’m sure you’ll be able to participate in most of the movements. It’s very important for you to keep up with activities you enjoy, if at all possible. It’s a key aspect of healing.”
While examining Grandma Kate’s wrist in the therapy room, Iris talked about her background as Kelsey finished filling out the forms. Iris shared that she had been the first in her family to graduate from college and that she owned the clinic, which had been in business for six years.
“As a matter of fact, while I’m talking about our team, let me introduce you to someone who will also be working with you.” Iris opened the door slightly and called out, “Barbara, would you please ask Alex to come to Room 3 when he’s available?”
A moment later, there was a knock on the door and a young man in a button-down shirt stepped into the room.
Iris said, “Mrs. Wilson and Kelsey, this is Alex, my physical therapy assistant and our office energizer. Alex, this is Mrs. Wilson and her granddaughter, Kelsey. Mrs. Wilson has a sprained wrist, so she’ll be coming to see us for a while, and Kelsey will be coming with her.”
“Great to meet you both,” said Alex as he shook their hands enthusiastically. “Mrs. Wilson, Iris is the best—and when I work with you, I’ll make things as easy for you as I
can. We’ll have you feeling like new in no time. Now if you’ll excuse me, I’ve got to get to my next appointment.” He said goodbye and left the room.
For the next half hour, Kelsey watched Iris take the time to thoroughly explain to Grandma Kate what she was doing as she worked on her wrist. Grandma Kate asked several questions and shared a few stories, but Iris didn’t seem to mind and was patient and attentive. Kelsey was impressed at how happy and comfortable her grandmother seemed in this new environment.
At one point, when Grandma Kate was in the restroom, Iris said to Kelsey, “Your grandma is very sweet. It makes our jobs much easier when the patient has a positive attitude, and I know it will help her heal faster.”
“My grandma is one of the most positive people I know, and you seem to be the same way. You obviously love what you do. In fact, everyone we’ve met here seems to love their job,” said Kelsey.
“Yes, we really do. We have a great team here at the clinic—almost like a family. I’m fortunate to work with such caring and dedicated people. I know the customers can tell when the staff is happy.”
Kelsey compared Iris’s cheerful attitude about her workplace with that of her team at Ferguson’s. What a different mindset, she thought.
“We’ll need your grandmother to come to the clinic twice a week for probably four to six weeks to get her wrist back in shape,” Iris said. “She’ll be seeing either Alex or me.”
“I’m sure she’ll be happy to work with both of you,” said Kelsey. “I’ll have to fit her appointments into my schedule, but I don’t think it will be a problem. I’m living with her while I work toward my business degree at State, so it’s easy for me to drive her where she needs to go.”
“That’s great,” Iris said with a smile. “I took a number of business courses at State while I was working toward my degree in physical therapy several years ago.”
Grandma Kate came back into the room, took a deep breath, and said, “Okay, Kelsey, I’m ready when you are. I need to go home and soak these old bones in a nice hot bubble bath.”
Iris laughed. “That sounds like my way to relax, Kate! I’m looking forward to your visits. I’ll see you on Wednesday.”