How I was Treated Matters

As I prepared for a class, I watched a YouTube video where billionaire investor Warren Buffet shares a few stories about businesses he has acquired to bring under the Berkshire-Hathaway Empire.

In one example, Buffet discussed the story of Rose Blumkin, a Jewish businesswoman who came to the United States in the 1930s from what is now the present-day Belarus.

This lady who had never attended a day of school in her life saved $2,500 and traveled to Chicago to buy enough product to start a furniture store.

Blumkin had a burning desire to launch a business based on this credo: “Sell cheap, tell the truth, don’t cheat anybody.”

In 1983, Buffet saw the potential of the Nebraska Furniture Mart that Blumkin started and paid her $60 million dollars for it. Blumkin worked in the business until age 103, and the mega-furniture store is now approaching $2 billion in sales.

How I Was Treated Matters

Later in the video, Buffet made what should be an obvious point about the importance of treating customers respectfully.?

In fact, what he said applies to everyday life, and yet I find that so few people actually practice it.

He said, “I won’t remember where I bought this tie, this shirt, or this suit for that matter, but I will always remember how I was treated.”

I think many of us try to make customer success much more difficult than it is. Think about the many businesses you have visited where the attendant cannot even force a smile, let alone make eye contact with you.

The Luggage Strap

While making my way through a Central American airport, I stopped by several stores looking for a luggage strap that would allow me to tow my computer bag easily.

At each of the stops, most of the attendants quickly told me they did not sell it, and one mostly ignored me. It was obvious they wanted to be anywhere else but at work.

I am by no means picking on Central Americans. In fact, I’ve written about similar treatment I’ve received in the United States.

My point here is that these establishments will never realize the success Rose Blumkin made happen at Nebraska Furniture Mart.

This lack of customer attention is more of a leadership and management issue. It is obvious they are failing to hire and train the people who are committed to providing unparalleled customer service.

Back at Home

While I am sharing a story about business, a key point here is that treating people kindly should be the norm and not the exception.

I have a parish friend who always leads with her heart, even when things are difficult. I’ve wondered how she can maintain this positive and loving attitude when interacting with others.

She does not hold grudges, and she only speaks the good of other people.

I remember one email from her to me … “Jimmie, I am so sorry that things did not work out. I wish I could make it better, and I hope you accept my sincerest apology. Thank you, my friend.”

I can see how this type of individual with such a tremendous character would be an excellent fit in any organization.

Impressive!

Homework Inquiry

During the next week, here’s your homework inquiry: How will you make others feel special?