A Story about one young man transformed entire store

"The Simple Truths of Service" (http://www.youtube.com/watch?v=tDrmFolx2wc&feature=player_embedded)
- Inspired by Johnny the Bagger
- By Jen Blanchard & Barbara Glanz

Johnny the Bagger
A Few years ago, I was hired by a large supermarket chain to lead a customer service program - to build customer loyalty.
During my speech I said "Every one of you can make a difference and create memories for your customers that will motivate them to come back"
How?
"Put your personal signature on the job"
Think about something you can do for your customer to make them feel special - a memory that will make them come back"

About a month after I had spoken, I received a call from a nineteen-year-old bagger named Johnny.
He proudly informed me he was a Down Syndrome individual and told me his story.
"I liked what you talked about:" he said "but at first I didn't think I could do anything special for our customers"
"then I had an idea" Johnny said,
"Every night after work, I'd come home and find a thought for the day"
"If I can't find a saying I like, " he added, "I just think one up!"
When Johnny had a good "Thought for the Day" his Dad helped him set it up on the computer and print multiple copies.
Johnny cut out each quote and signed his name on the back. Then he'd bring them to work the next day.
"When I finish bagging someone's groceries, I put my thought for the day in their bag and say, "Thanks for shopping with us."
It touched me to think that this young man - with a job most people would say is not important - had made it important by creating precious memories for all his customers.

A month later the store manager called me….
"You won't believe what happened. When I was making my rounds today, I found Johnny's checkout line was three times longer than anyone else's ! It went all the way down the frizzed food aisle. So I quickly announced. 'We need more cashiers; get more lanes open!' as I tried to get people to change lanes. But no one would move. They said, 'No it's okay - we want to be in Johnny's lane - we want his "Thought for the Day",
The store manger continued, "It was a joy to watch Johnny delight the customers"
"I got a lump in my throat when one woman said, ' I used to shape at your store once a week, but now I come in every time I go by, because I want to get Johnny's "Thought for the Day."

A few months later, the manager called me again…
Johnny has transformed our store.
Now when the floral department has a broken flower or unused corsage, they find an elderly woman or a little girl and pin it on them."
Everyone's having a lot of fun creating memories.
Our customer are talking about us…they're coming back, and bring their friends,
A wonderful spirit of service spread throughout the entire store and all because Johnny choose to make a difference
Johnny's idea wasn't nearly as innovative as it was loving. It came from his heart - it was real. That's what touched his customers, his peers…and those who read this story.
Great service comes from the heart....
Will you be a Johnny today?

Here is the youtube link

http://www.youtube.com/watch?v=qOZPlt3Ha0Y&feature=related

Life Explorer

I never know where the life takes me.
Sometimes I had so much fun with my job, colleague, friends and family.
Since I moved to States, I observed people here in Pittsburgh , especially Carnegie Mellon University students and faculties, and I learned from them the spirit of "Share - any information, any experience, any tips ..so on and so forth" and "Explorer" Which does not mean vega bonding life but means "be initiative" or "make mistakes".
Life is full of freedom with limited resources like time and money, opportunities with responsibilities, challenges with risks.
Yes, I took the risk when I came here, but I explored student life here in Pittsburgh, software architect in San Francisco, and back to School as a faculty in CMU.
Yes, my life has been full of opportunities and choices I could get.
Still I have no idea where I will end up, but It could not better than my current life.