What I Learned from a Dead Gas Station

I first pulled up to this full-service gas station about 3 years ago.  I have always pumped my own gas, so I half expected a team of guys in grey jumpsuits to jump to action and wash my windows, check the tire pressure, and fill 'er up. 

The closed gas station. 

An Unpleasant Experience 

It was a dark, early morning, and I immediately felt out of place. I pulled up to the pump and sat in my car, expecting to see the jumpsuit guys come running. After a few minutes of non-action, I hesitantly got out to pump my own gas. As I moved around my truck to the pump, a mustached man in a dark coat appeared behind the pump, which totally unnerved me.

He blandly asked if I needed service, and after a combination of gas pumping and awkward small talk, followed by an inordinately long wait while he ran my credit card, I pulled away and on to work.

Never Went Back

I never returned to the gas station. Whenever I thought of going there, I had this vague feeling that it would be uncomfortable. From then on I pumped my own gas for 3 cent per gallon more at the station across the street. I am a supporter of small businesses, and I always had a vague hope that this little gas station would succeed against the larger station.

But I never returned to the station because of that first uncomfortable experience. And a couple of years later, that station closed its doors for good.

The closed gas station.

What I Learned

How a person feels about an organization or experience is jugular. If a you feel uncomfortable with a person, then you will be much less likely to interact with or do business with them. There are a few things the mustache guy could have done that would have put me at ease and made it more likely that I would return, and I definitely recommend using these with customers and associates:

1. Be professional- The clothes you wear and the language you use is absolutely critical. Look the part and act the part. 
2. Be positive- Engage with others in a positive way. Smile!
3. Execute your work - At the same time, do your work efficiently and effectively so that you are not wasting anyone's time.
4. Teach - Respectfully help people know what you are doing and what they can do to be successful. This puts them at ease and helps them to know what is expected.

What do you think? Anything you would add to the list?

What Happens When a Server Drops a Tray?

Have you ever been in a restaurant when a server drops a tray of dishes crashing to the floor? I was recently at a conference in the Hyatt Regency in New Orleans, Louisiana, and that very thing happened. Everyone turned to stare, but what happened next was both interesting and inspiring.

Hyatt Regency servers rushed to aid their coworker.

Within 10 seconds of the crashing sound, three other servers members surrounded the mess and began cleaning while the supervisor checked with the server to see that she was okay. Soon thereafter, the supervisor rushed to the closet to retrieve a mop. And within a couple of minutes, the mess was cleaned and the team continued their excellent service to the guests.

Compassion, Service, and Teamwork 

I believe this brief example of teamwork is worth applying to other situations. For example, would this happen where you work? If one of your team members "dropped their tray" would you run to their aid? As the manager and leader, would you run to retrieve the mop, or send someone else? When a member of your family, team or community falters, do you ignore the problem or watch them struggle? Or do you rush to their aid and help them move forward? How would that employee feel after receiving such compassionate service from their peers?

I believe this kind of compassion, service, and kindness should be replicated in every organization. Good leaders and employees support one another. Good leaders and employees are collaborative and compassionate. And the result is that the work moves forward.