Holiday Reflection

This article first appeared in the December 20, 2004 weekly email to my Leaders Edge and Achievers Circle groups. It has since been circulated to Hertz employees all around the Southeast.

I was trying to decide if I should write a normal message this week. During the Holidays I love to take time for reflection. I also know that everyone is so busy these next two weeks and many of you take time off, that I wasn’t sure how much anyone would be in the mood for work. Or reading a long email about selling or some hot category.

But I got my answer about what to write this week when I had my most recent experience with James.

James works as a bus driver for Hertz in New Orleans. He ferries people between the airport terminal and the Hertz facilities a few minutes away. I fly into New Orleans a lot and I always rent from Hertz. So I’ve seen James a few times this year.

If Hertz has a more positive employee anywhere in America than James, I haven’t met them. (And I’ve met a lot!) Coming onto his bus is not a routine experience. He greets every customer in such a warm way. The very first time I rode with James he carried my suitcase out of the bus telling me, “Hey, you look like you need a break.” When I handed him a tip he said, “No thank you, sir. This is my job.”

Saturday I got into James's bus again. “Happy Holidays, sir. How are you today.” He greeted me like he had known me for years; even shook my hand when I got off the bus four minutes later and wished me a great Christmas.

James was back on duty when I returned my car on Sunday. “Hello again, Mr Doyle,” he said. How did he remember my name?) Before the bus departed for the terminal, he spotted a couple who had just returned their car and had a lot of luggage and Holiday packages. I watched as he jumped off the bus and went all the way across the parking lot to help them with their stuff. In all my years of renting cars I have NEVER seen a driver do that. The folks he helped offered him a tip. I watched as he turned it down.

He asked me if this was my last trip before the Holidays. When I told him I would be flying back into New Orleans on Christmas morning he said, “You’ll probably see me. I’m working a 12-hour shift that day.” When I started to commiserate with him for having to work he wouldn’t hear it. “It’s all good. My family is grown. Besides work is sorta like my vitamins, it keeps me going.”

Work is like my vitamins. It keeps me going.

I spent the flight home to Tampa thinking about James. And about Fred, the mailman who is the central character in Mark Sanborn’s best selling book about customer service and attitude, The Fred Factor. (Fred was Mark’s postman. And delivered extraordinary service to his customers!)

Here is my lesson from James. I love and frequently use a meditation/affirmation that says everything I give is given to me in return. I think that means that if I send love into the world, love is returned back to me. If I give service, I get service back. (I also think that if I send anger or resentment into the world I get that back!!!) While watching James two things became apparent to me. First, he gives abundantly. But here’s the cool thing. He gets back. James probably gets more genuine compliments and positive strokes than most of us will ever get. How? By serving in such a totally unselfish way. So in a wonderful way his service to others provides him with the fuel to keep going and keep serving. Positive energy CREATES positive energy.

How would it be if we saw our roles like James? Serving abundantly. Loving life. Giving to others with no expectations. But getting back abundantly as well.

That’s my goal for the New Year and for all years.

I send all of you Holiday greetings and much gratitude for your friendship and your business.