Page 99 - How to Drive the Bottom Line with People

Knowing Players from Fans

walk onto the sales floor and explain to the farmer
that his one-hour commute to the store was going to

result in no special-ordered juice.
As I gathered my thoughts, one of our young
sackers stopped me and asked, “Are you looking for

some juice?”
“Yes, I am! Do you know where it is?” I exclaimed.
“Yes,” the young man said, “Britain was leaving
for vacation this morning, but he came by the store
before he left and set the juice aside with a note

taped to it.”
The sacker took me to the front of the store and a
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small office used for storage; immediately, I spotted =

the juice with the label.
On the note was written: “This juice is a special
order for Mrs. Atwood. I expect her husband will
pick it up while I am on vacation. Britain Brewer,
Assistant Manager.” The burden was lifted, thanks to

Britain’s conscientiousness—even in the face of a
family eager to go on vacation. I proudly presented
the juice to Mr. Atwood and thanked him for

shopping United. When I returned to the office, I
made a note to myself regarding what had
happened. “Britain Brewer,” I wrote, “is a player, not
a fan.”