Barry's Blog

Last week we considered the book by Mark Sanborn, The Fred Factor: How passion in your work and life can turn the ordinary into the extraordinary, which has been a national bestseller on both The Wall Street Journal and Business Week lists. Sanborn, who heads Sanborn & Associates, an idea studio for leadership development, came up with the idea for this book through the exceptional service he received from his postal carrier Fred Shea, who delivered Sanborn's mail to his residence in a Denver suburb for over ten years.

In this inspiring little book, Sanborn identified four guiding principles that form the core of the book. Last week we looked at the first two of these principles. First, "Everyone Makes a Difference," in which Sanborn suggests that even despite being in an ineffective organization, an individual can still make a tremendous difference by choosing to do exceptional work - there are no unimportant jobs. As Fred Smith suggests, "most people have a passion for significance." And inspired people often do inspiring work, and people with passion often do ordinary things extraordinarily well. The second principle is this, "Success is Built on Relationships." Again, the thought is that we should take time to know our colleagues and customers, and how to truly serve them. Because people should not be treated as a means to an end, significant relationships form the core of true partnerships and success.

The third guiding principle of Sanborn's book is, "You Must Continually Create Value for Others." He suggests that the most important job skill of the twenty-first century is the ability to create value for customers without spending a lot of money to do it. Sanborn comments, "The faster you try to solve a problem with money, the less likely it will be the best solution. With enough money anyone can buy his or her way out of a problem. The challenge is to outthink rather than outspend the competition." Here are a few of his suggestions about  adding value for others: 1) Tell the truth: while this should be a basic rather than value-added opportunity, sadly enough, it is increasingly in short supply. A philosopher once commented that if honesty did not exist, someone would invent it as the best way of getting rich!; 2) attract through artistry: what are you doing to add an artistic value to your products and services? "Freds" pay attention to appearances, not because appearances are more important than substance, but because they count. We are drawn to attractiveness, not only in people, but in goods, services, architecture - all avenues of life; 3)  Meet needs in advance: this is the power of anticipation, knowing before the need becomes apparent what will be needed in a situation; 4) Add "Good Stuff" and Subtract "Bad Stuff": What things could be added to your customers' or colleagues' experience that would make their lives more enjoyable? What annoys or irritates them? 

The fourth principle is that we are to "Reinvent Ourselves Regularly." I'm not sure I would express this concept exactly the way Sanborn does, but the essence of what he is saying is that we need to continue to grow personally, and not just live life on "autopilot." Rather than comparing ourselves against others (which is always self-defeating, as it leads to either pride or self-abasement), compare yourself against your own potential. Benchmark where you are at the present, and where you want to go. Again, the goal is ongoing personal growth and improvement. Am I continuing to grow intellectually, spiritually, and physically? What are the most important life lessons I have learned? Whom do I admire the most? Which of their skills and qualities would I like to develop in my own life? What are the best people doing? How can I learn from them, and adapt and apply what they are doing personally?

In conclusion, the takeaway of Sanborn's book is that the "Freds" of this world find tremendous satisfaction in their passion for significance, not just by the results they have achieved, but by how they have afftected and touched others. Sanborn relates the story of how Bob Briner, the former president of ProServe Television, distinguished himself by living a life of service. His trademark was to ask clients, friends, and colleagues how he could serve them, and it was not a hollow question. Only days before succumbing to cancer, when musician Michael W.Smith went to see him, Briner's one last question was, "How can I serve you?"  

For FinishingWell,

Barry Morrow