4. Deliver Memorable Service The Famous Way.

It’s all about the customer experience. Do the little things, by focusing on the details, as well as the big things, that make someone’s day. Create extraordinary experiences they’ll tell others about. Do the unexpected.

John's Message:


With this week’s fundamental, I really think about how important it is for each associate in every role to live the Famous way when it comes to delivering memorable service!

I think it’s also important for all of us to know how and why we came up with “The Famous Way”.

I believe it was about 6 to 7 years ago when a team representing every role within our company (about 15 of us) spent two days coming up with a minimum standard of service that we would provide to our customers. At that time, we used the term “Without Fail”.

Personally I was proud of the team and what we accomplished during our collaboration. We spent that quality time to come up with the standards that would set us apart from our competition.

I recently visited our Toledo branch for an open house for their expanded and remodeled counter. I was blown away by their customer service and how each associate interacted with their customers. They were fanatics about response time. They hustled, smiled, helped carry products out to our customers’ trucks and thanked them with genuine appreciation. I felt so good about our Toledo team and left there knowing that they truly understood what great customer service looked and felt like … “The Famous Way”. Our attitude and daily actions that each of us attaches to our profession affects our customers’ loyalty to Famous. Every customer has a choice on where they purchase their supplies. Our goal is to provide the service that is memorable enough for them to honor us with their business.

I did have only one thing that I could think of changing while visiting Toledo and that was the big “Blue” clock displayed in our remodeled counter. I’m not a decorator, but I would have considered going with “Scarlett and Gray”. LOL