Living & Working with PASSION = "The Fred Factor"
Have you ever had your day brightened by something someone said? Or felt grateful when someone made an extra effort to help you through a tough situation? Or had an employee who would go to great lengths to assist customers? International best-selling author and motivational speaker Mark Sanborn calls these people “Freds,” after his own mailman, who strives to deliver exceptional service to the people on his mail route.
The Fred Principles:
- Everyone Makes a Difference – so identify when and to whom you want to make a difference and then be that difference
- Success is Built on Relationships – it helps to treat everyone like a friend (be honest, empathic, helpful)
- You Must Continually Create Value for Others, and It Doesn't Have to Cost a Penny – just try to add to the “good stuff” in a situation (e.g. by anticipating needs, increasing enjoyment, injecting humor) and subtracting the “bad stuff” (e.g. waiting, frustration, misinformation)
- You Can Reinvent Yourself Regularly – always work on improving yourself and growing – but don't do so by competing with others (it will drive you crazy), only with yourself. And don't think you have to do everything in an extraordinary manner -- only one extraordinary act a day can make a big difference.
The Fred Factor is based on what is said to be a true story – the story of Fred the postman, who really exists and continues to work in Denver as a postman. Fred's story is told in a couple of pages at the start of the book and most of the rest of the book consists of lessons that Sanborn draws from the life of Fred.
Essentially Fred approaches his boring job as a postman with enthusiasm and keeps energetically searching for ways to add value for those he serves. He introduces himself to newcomers and finds out about their lives and needs. He starts responding and anticipating those needs in various ways. He makes special arrangements for the mail when residents go on trips. He notices when UPS has delivered a package to the wrong house and restores it to its rightful owner. He does the right thing by putting stamps on letters that he himself sends and delivers. He takes a personal interest in the neighborhood even when he is not on duty. Because he approaches his work with enthusiasm, Fred doesn't find it boring. Instead he gets deep satisfaction from it. That's pretty much it, in terms of Fred.
Out of this incident a whole philosophy is created of working and living with PASSION.
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