Herb Duncan is a Saint John businessman who has followed city issues for more than three decades. He can be reached at duncan.herb@telegraphjournal.com.
The figurative message is what's most important: exceptional employees are valuable and should be recognized for their contribution as well as the important example they set for others. They raise the bar and standards for all of us. Enough saidcheap POLO hats.When I suggest Lawrence and Fred are worth their weight in gold, I don't want them to literally get overly excited. After all, if these two fine gentlemen tipped the scales around 175 pounds (give or take a few ounces), they'd be valued at a hefty $3.5 million apiece. That's a pretty nice payday, folks.
In the highly competitive marketplace where others offer comparable products at comparable prices, the level of service is more often that not the only differentiator. The quality of service frequently becomes the difference between gaining and retaining your customers or losing them.
Both Lawrence and Fred intuitively knew, or have learned, this lesson and through their actions become role models for all employees, managers and/or owners, regardless of the size and nature of their organization.
True quality service has little to do with the value of the item purchased and everything to do with the relationship and the value of the customer.
If memory serves me, wholesale POLO hatsthe valve that I bought at Thornes was about $3.49. The shaft key that I required didn't provide a penny in sales for APM.
I learned later that Fred is also a 20-year man. I am told he is a go, go, go, kind of guy and his positive attitude and enthusiasm are contagious. You know he's the eternal optimist because he's a Toronto Maple Leafs fan and actually believes they will win the Stanley Cup someday. I tip my hat to him.
Shortly afterward the sales counter was clear, I paid for my valve and I was on my way.
I explained that I had the valve and that I just needed to pay for it. I told him that I appreciated his concern and his understanding of the definition of "quality service," which can be found in Source Atlantic's mission statement. It's simply a willingness to offer assistance to customers any way staff can.
A couple of weeks ago I stopped by Thornes on Chesley Drive (Source Atlantic) to pick up a sink shut-off valve. Since I was quite familiar with the layout, I was able to find the valve and head for the sales counter. Just my luck - a busy day and all counter staff were looking after other customers. cheap New era mlb hatsOne of the staff, Fred Ingraham, outside sales, saw me waiting and came over. He almost apologetically offered, "I don't usually work at the counter but I don't like to see customers waiting. Is there anything I can do to help?"
I have since learned that Lawrence has been with APM for 20 years and that he's the guy who gives new meaning to the expression "going the extra mile." The time he spent helping me was not unique. He has been known to install wiper blades on a customer's car in the rain, or would install a customer's newly purchased battery in the dead of winter. Lawrence understands - and could teach - the meaning of "superior customer service." I tip my hat to him.
There was the satisfaction of helping someone in need, with the possibly of cultivating a new loyal customer.
Plenty.
What was in this exercise for Lawrence?
A couple months ago I needed a shaft key for the hydraulic pump on my aging tractor, so I dropped into APM automotive on the west side to see if they could help. I was greeted by a smiling Lawrence Evans with a "what can I do for ya today" greeting. After I explained, he told me they used to carry key stock but not anymore. Before I could turn and leave, Lawrence was on the phone calling his sources to sniff out a supplier; he didn't stop until he found one.
wholesale New era mlb hats I thanked him and away I went ... problem solved.
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