The Lady Who Takes Care of Us – Several years ago I was at the NAMM show (a music industry trade show) and got guitar fever. The next day I went to a music store which happened to be one of our customers. As we talked, the store employee tried to remember the name of the person he dealt with at our company. He finally said, “You know, the lady who takes care of us!” We quickly agreed that the person was Margie, but the point is that people can be remembered for something other than their names.



So look around the office and try to imagine how others think of your employees. Jane? She’s the gatekeeper and makes it hard to talk to the boss. Bob? He’s the guy who always blames us for the problem. Betty? She’s the one who never returns our phone calls. Ted? He’s the guy that always calls us on the anniversary of our first order with you to see how we are doing. Now, what do they say about you? Try asking your people that question. Try asking your customers (internal, external, whatever) to do the same thing. It might be very enlightening to see what people are called when they aren’t called by their name.