Fred 2.0: New Ideas on How to Keep Delivering Extraordinary Results by Mark Sanborn

Author:Mark Sanborn [Sanborn, Mark]
Language: eng
Format: mobi
Publisher: Tyndale House Publishers
Published: 2013-03-04T14:00:00+00:00

JEFF BEZOS

DOING THINGS the Fred way creates a different kind of experience for the people you meet, work with, and serve. It’s what I like to call an “elevated experience.”

An elevated experience happens when you are expecting something standard or run of the mill and you end up with something more. That’s what happened when I met Fred. I was expecting an ordinary postman who shoved mail into my box. Instead, I found a difference maker who genuinely cared. I haven’t stopped talking about him since!

Jennifer Griffith is the president of Commerce National Bank in Columbus, Ohio. When we worked together at an event, she shared this story of a Fred she encountered.

I was having a relatively rushed start to my day. Commerce was hosting an Economic Forecast breakfast, and I needed to cut out early to try to make a grumpy customer in Cincinnati (about one hundred miles away) happy again.

About twenty minutes or so into my drive, I popped a tire. It wasn’t until then that I realized I had forgotten to charge my phone. All I had left was one measly bar of battery juice, which easily could have been lost to 1-800-I-Need-a-Tow-Truck. Likewise, if I tried to please my grumpy client by phone, I was certain the call would be dropped when the battery died, and he’d be even more frustrated. I needed to get to Cincinnati on time, and I was at a momentary loss of how to get this done.

Then it came to me: Of course! Call Kevin!

Kevin King is the general manager at Byers Imports and has sold me, my husband, and my mother several cars. We were introduced by a common friend and client and have been sharing business ever since. I knew Kevin wouldn’t let me down, and even if he was busy, he has a remarkable team that was certain to help.

Kevin heard my plea for help, asked me for my mile marker, and instructed me to stay put. Moments later, Kevin personally arrived with a vehicle to get me to Cincinnati, a hot cup of coffee, and a phone charger! I left my car in Kevin’s care and jumped back on the road. I made my appointment on time, accepted several calls with my fully charged phone, and managed to have a stress-free day.

The following day I called Byers to arrange to pick up my car and return the gift they’d let me drive. To my surprise, I learned that with my last oil change, they had added a tire warranty, and there was no charge on the tire replacement. Things kept getting better! And they wouldn’t dream of making me drive to them—they brought my car to my office. If I would just leave the keys to the car I had borrowed at the front desk, they would handle the rest.

My car was returned promptly, and I was glowing with appreciation. As Kevin was driving away, I received his text message: “By the way, we washed your floor mats.

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