The other day I wrote an article on this blog about the importance of your nonprofit having a "friendly" brand; just scroll down a bit to find it.
Today I had a few encounters that hammered this point home.
There is a fellow who works the front counter at the gym where I exercise who is always extraordinarily friendly -- even at 5 a.m. when I get there!! In fact all the people there are like that; one of these days I am going to contact the owner and tell him or her how important these people are to his brand; in fact, they ARE his brand; I could work up a sweat anywhere; I don't need to choose this facility. But having hired these perky people, he must already know this!!!!
So today a young fellow named JD was working the front counter. JD has a million ways of greeting you, always by name; and he always takes time to look you in the eye as he does, smiling. When I see JD I always step up my own friendliness a bit, knowing how he is. Today as I left, I said "You have a great day JD." He said, "I can't do anything BUT have a great day Steve," as he stood folding a stack of what looked like 10,000 towels. I stopped. I said, "You have the best attitude I have ever seen. I always feel good when I leave here." He seemed pleased and said, "Well, I DO try to spread the joy."
Well, the JD effect continued as I went through a very ordinary day. I found myself being extra friendly in my meetings, and my efforts were met in kind, and my meetings were spirited, lighthearted, fun, and very productive. Thanks, in no small part, to JD, the friendly staffer at the gym! Think about that!!
OK, now here's the dark side. I stopped between meetings at the supply store for a few office supplies. I said to the cashier,"How YOU doin' !"
In a low monotone and without looking my way, she muttered, "I'm getting by, I guess." Ugh.
I gave it another shot. "It is a BEAUTIFUL day outside!!!" Nothing. Not a peep. Like I wasn't there at all. So I gave up and let her transact my checkout with nothing else said.
To JD, as he fold towels, manages the counter, and tends to his other duties, the world must seem like a very pleasant place, full of people going out of their way to be nice to each other. Because that's what he serves up, that's what he gets in return, in a virtuous cycle.
To the cashier, the world must seem weary and gray, full of uninteresting, unfriendly people who just want their sticky notes and manila folders rung up so they can go on with their day.
I think I may find a different place to buy office supplies, or at least try my luck in a different lane. She was a buzzkill. But I'll recover in about a half hour. I have a tech support guy coming to fix one of our computers. I'll get back on board with the "JD Effect and see if I can spread the joy.
Have a great day, and spread it around!!
Steve Cebalt, Author,
The Communications Handbook for Nonprofits and Foundations
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