August 2008 Newsletter

Hi Folks!

Before I say anything else, I'd like to send out an enormous CONGRATULATIONS to all of you who, in any way, participated in the Wharf to Wharf Race. I send a special thanks to my amazing staff and volunteer crew who helped with the day. Great people make for great events!

This month I've made an interesting discovery. I'm realizing that people are not used to good customer service. Something happened in the last few decades that allows poor service to be acceptable in our society. I too am a shopper and have grown jaded by little to no customer service out there. It's a sad fact.

When I was in the military in Washington D.C. I took a part time job as a gas station attendant. The owner was a retired Colonel who gave all his employees the title of "Window Washer". He required that we wear the silly uniform shirt, keep our hair short (this was easy since we were all servicemen), and wash the windows of every car that stopped for gas. If our shirt tail was untucked he'd point at it and say, "Wash your windows, son!" If our hair had grown over our ears he'd tug at his crew cut and remind us to "keep the windows washed." Then of course, as a car rolled onto his island he'd holler at us to literally wash their windows. Quickly and with a smile on our face. It's no surprise that the Colonel had the busiest station in town. We all loved being a part of it because we truly enjoyed (figuratively) "washing windows".

Fast forward to what seems like a lifetime later and the Colonel's words still ring in my head. When I think of what it means to be a leader, I think of him. When I think of what it means to take care of a customer, I think of him. He taught me the importance of washing people's windows.

Fitting you is what we do. But we'll wash your windows too.

Keep on Keepin' on.

tom