Page 98 - How to Drive the Bottom Line with People

Built to Serve

Knowing how many juices we sell in bottles, I
decided the easiest thing to do was walk with the

man to the juice department so we could find it
through the process of elimination. However, before
I could share my plan, the farmer said, “I had it

special ordered several weeks ago for my wife.”
“Oh, I see,” I said. “Do you know who you spoke
with regarding the special order?”
The farmer thought for a moment and then said,
“No, I don’t have any idea.” I offered the farmer a

seat and a cup of coffee and then proceeded to the
office in hopes of identifying the team member who
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= had taken his special order. The first person I ran

into was the point-of-sale clerk. “Do you know who
might have taken a special order for juice for a
farmer living outside of town?” I asked. She thought
for a moment and replied, “Yes, I remember. Britain
Brewer took that gentleman’s order.”

As you might expect, her answer provided the
relief I was looking for. “Where’s Britain?” I asked.
“Britain is on vacation and can’t be reached,” she

said. My heart sank. My relief was short-lived. I
searched the back room for anything that looked as
if it might be a special order for juice, but had no
luck. By now, I was emotionally preparing myself to