Be a Johnny Today!

“I've come to believe that each of us has a personal calling that's as unique as a fingerprint -- and that the best way to succeed is to discover what you love and then find a way to offer it to others in the form of service, working hard, and also allowing the energy of the universe to lead you.” --Oprah Winfrey

I know many have heard this story but it is worth repeating and remembering that each of us has the capacity to make a difference in the lives of others every day through simple acts…

“A few years ago, I was hired by a large supermarket chain to lead a customer service program to build customer loyalty. During my speech I said, ‘Every one of you can make a difference and create memories for your customers that will motivate them to come back.’

How? By putting your personal signature on the job. Think about something you can do for your customer to make them feel special; a memory that will make them come back.

About a month after I had spoken, I received a call from a nineteen-year-old bagger named Johnny. He proudly informed me he was a Down Syndrome individual and told me his story. ‘I liked what you talked about,’ he said, ‘but at first I didn’t think I could do anything special for our customers. After all, I’m just a bagger. Then I had an idea!’ Every night after work, I’d come home and find a thought for the day. ‘If I can’t find a saying I like,’ he added, ‘I just think one up!’

When Johnny had a good Thought for the Day, his dad helped him set it up on the computer and print multiple copies. Johnny cut out each quote and signed his name on the back. Then he’d bring them to work the next day. When I finish bagging someones groceries, I put my thought for the day in their bag and say, “Thanks for shopping with us.”

It touched me to think that this young man with a job most people would say is not important had made it important by creating precious memories for all his customers. A month later the store manager called me. ‘You won’t believe what happened. When I was making my rounds today, I found Johnny’s checkout line was three times longer than anyone elses! It went all the way down the frozen food aisle. So I quickly announced, “We need more cashiers; get more lanes open!” as I tried to get people to change lanes, but no one would move.

They said, “No, it’s okay, we want to be in Johnny’s lane. We want his Thought for the Day.” It was a joy to watch Johnny delight the customers. I got a lump in my throat when one woman said, “I used to shop at your store once a week, but now I come in every time I go by, because I want to get Johnny’s Thought for the Day.”’

A few months later, the manager called me again. ‘Johnny has transformed our store. Now when the floral department has a broken flower or unused corsage, they find an elderly woman or a little girl and pin it on them. Everyone’s having a lot of fun creating memories. Our customers are talking about us, they’re coming back, and bringing their friends.’

A wonderful spirit of service spread throughout the entire store…and all because Johnny chose to make a difference!

Johnny’s idea wasn’t nearly as innovative as it was loving. It came from his heart, it was real. That’s what touched his customers, his peers…and those who read this story. Great service comes from the heart…Will you be a Johnny today?”

By Ken Blanchard & Barbara Glanz