We are all such an integral part of Famous’ success. Without every Associate’s dedication and hard work on a continual basis, the wheels can fall off quickly.
The CDC and RDC Associates are heroic to me. Without their hard work our distribution wouldn’t be possible. If one CDC or RDC Associate isn’t energetic and focused on a continual basis, a whole chain of events could destroy a perfect order.
Life can throw curveballs our way; things sometimes spiral in different directions, shifting our focus to other surroundings at home or anywhere we travel. A mentor of mine, Ron Sink, once told me, “We must dust our shoes off at the door each day”. Meaning that although significant things can happen to us in life, once we get to our local Famous branch, we’ve got to be laser focused on the tasks ahead or else our customer relationships could crumble.
My fellow Associates, you are the heartbeat of this company. It is you who is in constant contact with our customers developing the necessary relationships for life which enables Famous to thrive.
There are many of you who deliver, purchase, pick and receive the product. Even though most of you aren’t directly talking to customers, your work sends them a message. Your roles are essential to Famous’ success each minute of every working hour.
Our culture defines us; each branch has its own personality. Visiting the different branches and seeing the Associates who have spent decades with us moves and motivates me.
I’ve spent time with the likes of Kent Hoffman in Fremont, Donnie Brunell in Ashtabula, Frank Platz Jr. in Lorain, Doug Littleton in Youngstown, Greg Schaeffer in Toledo and Tim McQueen in Akron. Trust me when I tell you that each of their days is focused, enthusiastic and completely
engaged with our customers. These Associates “Bring It” Every Day, even when others aren’t watching.
When on the phone with a customer, write down information about their life to develop that relationship. Remember that one positive conversation can go a long way to success. And if you are into “Bringing it” Every Day, remember to upsell and cross sell on the phone. We are too eager sometimes to get off the phone when there are still questions to ask about the customer’s job. This information may lead to more product that can be purchased resulting from one small question.
Don Short, Sherri Foster, Dave King and Dale Kosco are a dynamic quartet of Customer Service Managers. Each of them cares so diligently about their Associates and customers. There is never a time when I haven’t seen them being “All In” for their respective branches.
We cannot rest in this business. There are too many competitors out there who firmly believe they can take our customers. I urge each of you to give 110% every day and always remember that Famous has so much to offer, including 13 Showrooms, Famous University, FLS, eFamous, Famous Logistics, 3 Distribution Centers, Product Specialists, and more. I could type forever.
Please do me a favor my fellow Famous Associates; as Eileen Caddy once said, “Set your sights high, the higher the better. Expect the most wonderful things to happen, not in the future but right now. Realize that nothing is too good. Allow absolutely nothing to hamper you or hold you up in any way.”
“Bring It” Every Day my friends, and have a wonderful rest of December and an incredible holiday season.