Good People Give Great Service

In my keynote presentation, I offer the suggestion that if you believe the person behind the counter (either in person or on the phone) is dumber than you then you'll likely go out of your way to prove it. And what if they're not?

However if you instead believe that the person behind the counter will provide you with an amusing story to tell others then you'll likely end up with a good service experience.

This is one of those amusing stories.

I was scheduled to speak after supper in Miniota, Manitoba, a small town of just several hundred citizens. My audience would be the employees of the regional cooperative, perhaps the area's largest employer. So I arrived in Miniota at about 3:30 pm to ensure the stage was set correctly, lighting would be satisfactory and so that I might resolve any sound system concerns before the attendees began to arrive. Preparation is key in anything you do if you want to do it well. And I do. My customers and clients deserve that.

Since my appointment at the hall wasn't until 4:00 pm, I drove around town a little and then decided to gas up the rental car. I pulled up to the pumps at the Co-op gas bar. No one immediately came out to serve me so I started the process myself.

When the pump got to thirty-two dollars, the front door to the gas bar swung open and the twenty-something attendant approached. He apologized for taking so long. By the time he got to my vehicle, it was full. So I handed him the hose and he shut off the pump.

"I didn't even see the self-serve sign," I joked as we both walked inside so I could pay for my gas. I knew it to be a full-serve operation. (Yes, they still do exist.)

"Again, I'm sorry I took so long," he genuinely offered. "So, that'll be thirty-two fifty," he smiled as I handed him my credit card.

After signing the credit card slip, I asked, "so the community center is over by the arena is it?"

He glanced down at the credit card. He instantly recognized my name. He had read the memo about the company meeting at the hall.

"You're the speaker tonight aren't you?"

"I am," I replied with a big smile.

"So what are you speaking about?" He asked with a smirk on his face.

"Customer service," I blurted emphatically.

His face went completely red.

"You're going to have a little fun with me being slow to the pumps aren't you?" he sheepishly grinned.

"You know it," I laughed back.

"See you tonight then," he said red-faced and head shaking.

Dallas is his name. Before I took the stage, I learned that customers love Dallas and the service he provides. I also learned that he was handling three other customers at the time I arrived as the Gas Bar. His reputation is the “get things done” guy. I mentioned that fact publicly after I good-naturedly roasted him. He got a round of applause from his co-workers.

After the presentation, Dallas approached me and said, "I enjoyed your Tim Horton's story too. And the coffee there always tastes better when it's free," at which point he handed me a Tim Horton's Gift Card.

Dallas is one nice guy.

So, if ever you're in Miniota, Manitoba, plan on gassing up at the Co-op Gas Bar and let Dallas show you how good people offer great service.