1. Freeing Your Inner Fred
The Fred Factor of Customer Service

2. What you will learn today
What is a Fred?
Becoming a Fred
Developing other Freds
Bringing the Fred Principle to your office

4. What is a Fred? Fred the Postman Fred Factor Video
What distinguished Fred from other Postmen?

5. Principle #1 – Everyone makes a difference
Fred Principles
Principle #1 – Everyone makes a difference

7. Everyone Makes a Difference
Do I add to or take away from the experience of students, faculty, staff, and my colleagues?
Do I move my office closer to or further away from its goals?
Do I perform my work in an ordinary way, or do I execute it superbly?
Do I lighten someone’s burden or add to it?
Do I lift someone up or put someone down?

8. “If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted or Beethoven composed music or Shakespeare wrote poetry. He should sweep streets so well that all the hosts of heaven and earth will pause to say ‘Here lived a great street sweeper who did his job well.’” Martin Luther King, Jr.

9. Do you wake up in the morning intending to change the world?
Your sphere of influence
How do you change lives?
What kind of difference are you making?
Supporting/problem-solving vs criticizing/belittling
Everyone makes a difference every day

10. Three Difference-Making Strategies
Strategy 1 – Identify when you will make a difference
Strategy 2 – Target the people to whom you will make a difference
Customers, Family, Boss, Teammates, Friends and Strangers
Strategy 3 – Be the difference
Plan ahead; reflect
What kind of difference will you make today?

11. Principle #2 – Success is built on relationships
Fred Principles
Principle #2 – Success is built on relationships

13. Seven Bs of Relationship Building
Be real
Be interested – interested people attract appreciation
Be a good listener
Be empathetic
Everyone you meet is fighting a tough battle
Be honest
Be helpful
Be prompt

14. Interactions
Relational - Interactions emphasize how people are treated in the process of achieving results
Doesn’t ignore outcomes, but means are important part of the end
Transactional - Interactions focus on results
Often at the cost of relationships
Go directly to the outcome
Can make others feel devalued or used
Soup Nazi

15. Fred Principles
Principle #3 – You must continually create value for others and it doesn’t have to cost a penny

16. “There are two types of people who never achieve very much in their lifetimes. One is the person who won’t do what he or she is told to do, and the other is the person who does only what he or she is told to do.”
Andrew Carnegie

17. Adding Value Tell the truth Practice personality power
Attract through artistry
Meet needs in advance
Add “good stuff”
Subtract “bad stuff”
Simplify
Improve
Surprise others
Entertain others

18. Principle #4 – You can reinvent yourself regularly
Fred Principles
Principle #4 – You can reinvent yourself regularly

20. Reinventing Yourself Grow yourself, Grow your value
Be led by compelling reasons
Capitalize your life experiences
Increase your IQ (implementation quotient)
Improve on the best
Practice the one-a-day plan
Compete with yourself

21. Developing other Freds

22. Find
Reward
Educate
Demonstrate

23. Find Let them find you Discover dormant Freds Hire Freds
Build your Fred team
We want a team of Freds led by a Fred

24. Reward
We don’t get the behavior we hope for, beg for, or demand. We get the behavior we reward!

25. Educate – Increase your Freducation
Examples are everywhere
Good and bad
Dissect and debrief
Identify the good idea
Adapt the idea to the situation
Look for ways to improve it
Apply it
Teach miracle working
Pull, don’t push

26. Demonstrate
Inspire, don’t intimidate
Involve
Initiate
Improvise

27. Go Spread Fred Recognize the Freds in your life
Acknowledge Freds for their contribution
Pay Freds back

28. Thank you!