Do What Fills Your Tank

I was going through some files recently and came across this old company newsletter from my time in the commercial truck rental and leasing industry.?I was recognized on page 4 for making the most out of an unfortunate incident. ??????

You may note that there is a yellow post-it-note to my dad attached.?I sent it to him saying that he could keep it in his “atsa my boy” file.?Not long after he passed in 1992, my mom found it in his filing cabinet and gave it back to me in a manila file folder with the name “Tony” on it.?Bitter Sweet misty eyes here.

Here’s the text of the recognition:

“To: Joyce Giedt, Manager, Marketing Programs

From: Wade Norton, District Manager, Portland, Oregon

Subject: Tony Galluzzo

?We recently had an unusual happening in Portland that I feel is worthy of special recognition.

?Not long ago, we started renting to Oregon Insulation Supply.?After working with Oregon Insulation Supply for a couple of weeks, we had an unfortunate mishap.?They had a reservation to rent a truck at noon.?The day of the reservation, we were unable to meet their needs or locate an outside unit.

?At 5 p.m. that day a truck was returned.?Tony Galluzzo, our Rental Sales Representative, contacted the customer and made arrangements to deliver the unit to their facility.?When he reached the customer’s location, he was asked (in jest) if he was going to stay and help them load the truck.

?Tony left, went home and changed his clothes, and returned with a pizza.?He stayed and helped to load the truck until 10 p.m.

?In doing this, Tony turned an unfortunate and negative situation into a very positive projection of our company. The customer was very impressed with Tony’s attitude.?But what makes this story really special is that at the end of September, we signed a full-service lease with Oregon Insulation Supply.

?I believe that Tony’s participation was as important as prospecting the lead and closing the account.

?That’s Teamwork!!!”?

This story may look like a humble/brag – and it kind of is.?But the fact of the matter is, this is one of the defining moments in my early work life of how I chose my eventual career path:?Professional Sales – or more specifically Value Driven Business Development.?

I knew that experiences like this – where I was able to really understand what our clients’ explicit needs were, find a solution, and deliver it - really made me feel like I accomplished something.??Oregon Insulation Supply’s explicit need? It wasn’t a truck rental for the week.?It was finding a partner they could count on for consistent support.?I often say to my team: “It’s easy to look good when everything goes right and you can thump your chest in victory, but what really defines you, and the organization you represent, is when things go badly and how well you correct it – that’s why they put erasers at the end of pencils.”?

Depending on my audience and the issue at hand, I may follow up with “but if you consistently wear out the eraser ahead of the pencil, we have other things to talk about.”???

Equally important is the company you work for.??If your employer’s culture and values don’t line up with yours, your efforts may be individually recognized by your colleagues and clients, but you will quickly find your motivational “tank” continually empty.??I found myself in this situation about 15 years ago with an international company where I was employed for just over 26 months. ??Not important who, but they are a solid company. A superior product, and solid training program for its customer facing team.?Just not my kind of culture.?When I eventually took myself off that bus, my wife could see the immediate change. “What took you so long?” she said.?Definitely took its emotional toll on our marriage.

Not everyone has what it takes to have a “this is what we can do” attitude, but it is what I am drawn to do.??My advice for what it’s worth???Take the time to find out what fills your tank and the “why” behind it. If the “why” is realistic and sustainable professionally, find a company that has the same culture and values and figure out how to work for them.?It may take a few tries to get it right, but that’s why they put erasers at the end of pencils.?

I’ve been at McKinstry for almost 12 years. I can honestly say the team I work with and the leadership team - all the way to the executive suite, matches the culture and values that keeps my tank full.

One last note about my “atsa my boy” recognition.?There was a six pack that came with that pizza - but we opened the first bottle AFTER the truck was loaded. Safety first!?