At the beginning of this school year, my daughter and I adopted the practice of picking up a doughnut on Friday mornings. It’s a way for us to celebrate her senior year of high school and makes our morning commute discussions just a little more lively. However, I’ve come to look forward to these Friday morning detours for an entirely different reason. I enjoy the feeling I get from the purchase transaction.
You see, my daughter and I are creatures of habit. We each get the same kind of doughnut every Friday. The first time we pulled up to the drive-thru window, a young woman took our order. We paid, she handed us the bag, and we drove away. The same thing happened the next week. The same woman took our same order, we paid and left with our purchase. It happened again a week later and the week after that.
But somewhere around week four or five, there was a shift. Our doughnut lady came to the window, and in her broken English asked “The same?” She repeated our standard order and waited for my confirmation. A new norm was established. We’d pull up, she asked if we wanted the same things, and the rest of the interaction would play out as expected. Until four or five more weeks had passed.
On this particular Friday morning, we pulled up to the window and I looked inside to see our friend finishing up with a customer at the counter. She turned, caught my eye, and immediately grabbed a bag. She picked out the two donuts we always ordered and then came to the window. With a big smile, she handed me the bag and said “Good morning, $4.65 please.”
This is a very busy little shop. I’d estimate a hundred vehicles conduct business through that window every Friday morning. That’s hundreds of different faces and different orders each week. Yet it only took a few weeks for her to recognize the two of us and learn our preferences. No doubt, it makes her job easier. Every second she saves allows her to serve the next customer that much faster. I doubt she realizes how good it makes me feel to be known.
We’re social animals. We all have a need to be known, accepted, and respected. It makes me feel good that this proprietor recognizes me and remembers my order. It communicates that I’ve made an impact, albeit in a small way, on her. And it opens the door to an enhanced relationship. Our interactions have become more than just a series of transactions.
In a recent exercise, employees were asked to focus on remembering and using customer names for a period of three weeks. In response to this challenge, the majority of employees reported improved interactions with the people they interacted with. Some were surprised to find they were remembered. They appreciated the attention and conversations were more pleasant. Customers talked more, sharing information that helped them receive better service.
Think about your own reactions to service providers you encounter. I bet you’re more open and friendly with those who remember and know you. When we’re treated as just a number, or a problem, or a task to be managed, we respond negatively. When a human connection is made though, it changes everything.
My daughter mentioned that as the school year draws to a close, she’s going to miss our regular stops on Friday morning. She wondered if we’ll be missed after graduation. When I suggested that she write a thank you card for our Friday morning friend, Abby jumped at the idea. “Yes,” she said. I think she’d appreciate that because she knows us.” I believe she’s right.
Some of my favorite memories from childhood revolve around Field Day. Each spring, as the weather began to warm up, officials at my elementary school would announce a date for the event and the entire student body would erupt in cheers. Field Day meant class was cancelled so that everyone could spend the day outside competing in a variety of games. There were individual events like the 50-yard dash and the egg race. I preferred the team competitions, though. I would scramble to find just the right partners in order to sign up for relays, the wheelbarrow race, and my favorite – the three-legged race.
I’m currently binge-watching season five of Alone. This History Channel program follows 10 survival experts as they each survive alone (that’s where the name comes from) in the wilderness. Separated from each other by several miles and with no contact with the outside world, they are left to carve out an existence using limited resources, their experience, and whatever internal fortitude they can muster. The participant who lasts the longest wins.
Sports have always provided excellent metaphors for success, and at this time of year college basketball takes center stage. Here in Lubbock, we’re celebrating the new NCAA Division II Women’s National Champions (Lubbock Christian University’s Lady Chaparrals), and the first trip ever to the Division I Final Four for the Texas Tech Red Raiders. Obviously, basketball fever is running high in West Texas.
With March Madness in full swing, much of the country has basketball fever. Television schedules have been adjusted to account for viewership pulled to the college games, and other sports take a back seat this time every year. For those who aren’t fans of basketball, it can be hard to find something other than reruns to watch.
My son Alex recently purchased a new piece of artwork for his room. It’s a picture of the world map, seemingly cut out of weathered boards. It has a very old word, rustic feel to it and he wanted a suitable frame for it – something that complemented the style rather than the sleek and modern options he found within his budget at retail outlets. So this weekend, we went out to the shop to build something custom together.
By now, the vast majority of New Year’s resolutions made just a few weeks ago (remember those), have been forgotten. A study by U.S. News indicates that 80% of resolutions each year fail by the second week of February. Here we are in the second week of March and there’s probably no point in studying this topic anymore. Anyone who’s kept their resolutions this long is an anomaly – the exception that proves the rule.
The thermometer read 14 degrees when I left the house today. That’s a stark contrast to the balmy, 70 degree drive home I enjoyed on Friday afternoon. A cold front descended on West Texas this weekend. There wasn’t much precipitation; just enough to make things interesting and driving a little dangerous yesterday morning. Just enough to create patches of black ice.
During the Battle of Copenhagen in 1801, part of the French Revolutionary War, British Naval forces descended on Denmark. The intent was to prevent the Danish fleet from joining with ships from Russia, Sweden, and Denmark. Britain maintained a superior navy, but a newly formed alliance of these four countries, called the League of Armed Neutrality, would threaten that position and negatively impact Britain’s ability to negotiate favorable trade agreements. By decimating Denmark’s contingent of ships, Britain would stave off a potential threat.
Lincoln’s Rock is a remote overlook nestled in the Blue Mountains of Australia. It lies at the end of a rough dirt pathway and involves a steep scramble over rocks and scraggly brush. The view, however, is well worth the detour from the main road. The ground drops away suddenly revealing a gorgeous valley of green. It truly takes your breath away.