It seems as if each generation finds fault with the next, and I’ve heard quite a few members of my generation complaining about “today’s young people.” Well, I’m happy to report that I’ve had some terrific experiences with them.
Here’s just one example. I was recently at the Urban Outfitters store in Corte Madera, California. I was looking for a specific t-shirt for a friend, and a young woman named Meagan offered to help. “I think we’re out of them,” she said, in response to my request. Well, that’s the end of that, I thought.
Wrong. I was pleasantly surprised that she offered to look in the back. But when she returned, it was still “no dice.” Oh well.
Nope. Meagan was still hot on the trail. She offered to look online and came back with good news. Not only was the shirt available online, it was on sale for half price, with just a two-day delivery window. In reporting this news, I think she was as excited as I was. To what, I wondered, can we attribute this level of care and commitment?
“I have to know, what makes you so willing to go above and beyond to help a customer,” I asked. “Is it your training, your upbringing…?”
She thought for a minute and replied, “If I didn’t do everything possible to make a difference, I’d be wasting my time here.” There it was. So much for the world going to hell in a hand basket!
Just 15 minutes later, I found myself at a Starbuck’s, enjoying another great service experience with the young baristas. Continuing my “research,” I asked them the same question I’d asked Meagan.
Their answer: “It makes our day more fun!”
In my workshops, I often talk about understanding and appreciating our “Psychic Salaries”—the non-monetary rewards of doing our work. Obviously, these young people were motivated and guided by an intrinsic desire to serve and were fulfilled by making their customers happy. If this is what the “me generation” looks like, so be it. In serving others, we do serve ourselves.
This brings to mind a couple of questions we can ask ourselves: “What motivates us to get up in the morning?” and “How do we go about our days to ensure we’re making the most of our time?” I’d love to hear your answers!