Earlier this week, our favorite grocery store changed management and did a total employee overhaul. We went in one last time before the switch and said goodbye to the people we have seen almost every week for more than three years. There was the cashier who got excited when we were having a backyard barbecue, and made sure to tell us when our favorite things were on sale. The guy in the dairy section would always help my husband search for my favorite yogurt, and the normally sullen teenage clerk always gave us a smile.
Two brothers managed the store for decades, and one in particular was our favorite. He took a liking to my husband and would talk beer and sports with him as we checked out each week. On that last day before they turned the store over, that particular manager came by to shake our hands and thank us for our patronage. As we packed up our groceries and were about to leave, he handed my husband a six pack and said “this one’s on me.” We weren’t completely surprised by his kindness, nor were we surprised to see customers crying as they left the store that day. This may sound like any small town grocery store to you, but the thing is, we live in New York City.
The difference between this store and many other businesses is that they valued the human factor. It made no difference that they were in a highly populated neighborhood in a big city. It was obvious that every single customer mattered. They had a genuine interest in getting to know people, and were willing to do whatever it took to create the best possible experience for their customers. We were more than dollar signs, and that made us want to shop there more.
Wherever you work, at a grocery store or investment bank, non-profit or advertising agency, in a small town or big city, make the human factor a priority. You can still work hard and be competitive. You can still kick butt and take names. But, don’t lose sight of the humanity that is at the core of every transaction and interaction. Remember that at the end of the day, co-workers and customers are all people who like to feel valued, understood and appreciated, just like you.
