How to Be a Maniac (The Good Kind)

A friend of mine is in a Louisville hospital with a devastating
spinal condition. Her husband dropped by the house on his way
home Wednesday night, overwhelmed with worry and grief. Over a
cup of coffee, and with tears in his eyes, he shared a story
that inspired The Fun Times series you’re about to read. More
about his story later…

When was the last time you had a phenomenal customer experience
during a normally anonymous purchase? I’m talking about being
glad you went to a grocery store, a convenience mart, a fast
food restaurant, an oil change place, or any other
establishment that deals with hundreds of in-and-out customers
every day.

In places like those, you might not blame an employee for not
caring about you as an important individual since she is seeing
thousands of faceless, nameless customers, just like you, pass
through each week.

But when an employee treats you like you’re valued and
important it stands out, doesn’t it? You remember that
experience; it makes an impact on you and influences your
decision the next time you’re deciding which restaurant you’re
going to visit (from the thirty you could choose). When
an employee treats you like the owner would, when she cares
about your individual satisfaction, you feel valued and
appreciated.

And an employee with such an ownership mentality makes you
loyal, doesn’t she?

There is a Kroger grocery in Louisville with an employee so
friendly and personable that I go out of my way to shop there. Likewise,
there is a Valvoline Oil Change with an employee so
professional and gregarious that I wouldn’t get my oil changed
anywhere else in the city! I’m sure you have similar examples.

Of course, every business wants employees like this. If you
could create such employees, you’d be the most sought after
expert in corporate America. And, conversely, if you could
make yourself into such an employee you’d be the most sought
after worker in your field (and you’d quickly rise up the
ladder in that field)!

Well guess what? You can create such employees. And you can
become such an employee. Very simply…because you already
possess all the tools right now. You’ve just never assembled
and used those tools as I’m going to teach in this Fun Times
series.

So stay tuned over the next few issues and get ready to create,
or become, a loyalty-building, customer maniac. (By the way,
even if you don’t have a job, these principles work just as
amazingly with your family!)

My friend’s story? I’m a doctor, so it’s no secret to me that
hospitals can be just as anonymous and dehumanizing as a fast
food joint! My friend’s husband watched his wife get yanked,
like a football player, onto a gurney to take her to her MRI. Then,
during the MRI, the technician came out to ask if his
wife had undergone any recent back surgery. My friend
responded, incredulously, “Back surgery? Like the back surgery
she had in this hospital THREE DAYS AGO?”

Beside himself with anger, frustration, and helplessness, my
friend and her husband traveled back to her room after the
procedure. The nurse tech with them did an amazing thing - she
reached out with a simple, “Hey, is everything okay? Is there
anything I can do for you?” My friend’s husband was so moved
by her kindness he broke down and his anger melted away.

That, my friends, is a front-line employee with an ownership
mentality. And I can’t wait to teach you how to create that in
others and yourself!

Your Attention Please!

Announcing Dr. Kuhn’s new book, “It All Starts with a SMILE!” This
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Some Humor to Help You Smile

Dennis Miller

“I'm starting to gain a little weight here because you live
with a man, you gain weight. You know why? You starved your
whole life to get one; you got one; you're going to eat
now.”

Elayne Boosler

Please - do your friends a favor! Send them
this newsletter or tell them to sign up for it
themselves by going to "http://www.natural-
humor-medicine.com/Fun_times.html" Let's
spread the happiness virus together!

Cliff Kuhn, M.D.
The Laugh Doctor
7406 Wesboro Road
Louisville, KY 40242
"It all starts with a SMILE"