15. Walk In Others’ Shoes.

Understand both your internal and external customers’ world. Appreciate their challenges and frustrations. Think from their perspective. The better you understand them, the more effectively you can anticipate and meet their needs.

Dave's Message:


This is perhaps my favorite and most meaningful fundamental, Walk in Others’ Shoes. How many times have we left a meeting with an associate, customer or supplier and asked ourselves “I wonder where that person is coming from”? Often times we have different experiences and ideas than someone else. So we try to “Exchange or reverse” roles and attempt to figure out why the other person is feeling/thinking in that specific way. Throughout the course of each day and whatever our job position (Sales, Delivery, Order Management, Accounting, etc.), we must communicate with one another effectively. Please see below some of the interactions that occur each day. During this process we should all empathize with the other person so that we can work through every day’s challenges and opportunities.


Sales with…Customers

Purchasing and Accounts Payable with…Suppliers

Delivery with…Customers

Customer Service with…Customers

Branch Operations with…Customer Service

Customer Service with…Branch Operations

Transportation with…Distribution Centers

IT Group with…Customers

Branch Operations with…IT Group


This week let’s work with each of our associates and truly ask ourselves if we are “Walking in Other’s Shoes” to build that stronger relationship. Remember that we are all part of the same Famous Family and have the same goals.