Have you ever heard that motto before? You have if you’ve been to the New York City General Post Office. It’s not actually the official motto of the post office, but it’s engraved on the front of their building since 1896. Therefore, for the sake of this story, let’s pretend it is. However, that’s not the complete motto. Do you know what comes next?
“Neither rain, nor sleet, nor gloom of night, stays these couriers from the swift completion of their appointed rounds.” Think about this for a moment. Shouldn’t this be the motto of most of us in business? After all, what it is really saying is this: When things are tough, we’ll be there for you.
In my small town of Great Falls, Virginia, I was recently reminded of this motto, but I wasn’t reminded by our local post office. I was actually reminded of this motto by our local Chinese restaurant. As 15 inches of snow blanketed the area during the night, people stayed off the roads and let the road crews do their work. During the day, the town remained quiet as more snow, sleet, and rain continued to fall. Finally, around 6:00 pm, my wife and I decided to venture out.
When we got to one of the two small shopping centers that serves our tiny Great Falls, every restaurant and store was closed…. except for one. In the darkness, there was one “Open” sign shining brightly for our little Chinese restaurant, the Peking Delight.
Like rushing to a small oasis in a desert, we parked our car and went in to order some food to go. While I was inside waiting, I asked these two questions: How did they get their staff to come in during this storm? Why did they decide to open up?
“We all piled into one car, and got here at our normal time,” the woman said with a smile. Knowing that almost no one would be able to come by and order food, and faced with the danger of driving in terrible conditions, I needed to ask my second question one more time: Why did they decide to open up? As the woman responded, she no longer smiled. She answered me with a somewhat serious expression and a hint of pride: “We felt you need us.”
They didn’t open because they felt it would be profitable. With a partial staff on hand, they had only made a handful of meals all day… and they knew this would probably be the case. They opened because they felt the community needed them. Was it the safest thing to do? Of course not, and I don’t hold it against any business that wasn’t able to open on this snowy night. But it was a gesture I will not soon forget.
We often see companies open up businesses in a community, but how often do we see businesses that understand what it is to be a member of a community? Well, there’s a little Chinese restaurant in Great Falls, Virginia, that let its actions speak louder than its words. If the post office doesn’t want to officially claim that motto, I think we should hand it to the Peking Delight.
Rob…great Blarticle. I’m glad you rewarded the Peking Delight with your business that cold nasty night. How was the food?
On that snowy night, escaping a day of cabin fever, it was outstanding! Always glad to see a post from you Nancy.
“We’re there, because we care.”
Thanks for the timeless, positive message —
Blessings,
Will
Thanks, but it’s that restaurant who taught us the lesson. I was just taking notes. Thanks for posting Will!
For them it was simple… they felt “you need us!’
What work ethic!
Rob, thanks for opening that shinning example of customer-centric thinking in action. we’ll all benefit…
-Phil
I agree with you Phil; it really comes down to work ethic. I read something from the great boxer Marvelous Marvin Hagler who once said, “When I train, I train hard, but when I don’t feel like training, I train twice as hard.” Roll that over in your mind a bit, and imagine applying that to all you do. Thanks so much for posting Phil.
The world would definitely be a better place, if everyone thought like this! 🙂
I agree, but I also think there are a lot more stories like this that we miss. They don’t make as much noise as the negative stories. So let’s look harder! Great hearing from you Charlotte!
Great Blarticle (as usual)…reminds me of a couple of similar experiences…
1. Years ago I attended an entrepreneurs’ conference on a blustery, snowy day in Reston, VA and the speaker, Mario Morino commented that, “You guys really get it.” and spoke about braving the elements and other obstacles to do the right thing and contrasted that to the approach many larger corporate CEOs take.
2. I’ve been reminded numerous times of the commitment of our troops around the world who are there in harm’s way “because they care”.
You stopped me in my tracks when you mentioned our troops. Think how many are there because they too believe, “you need us.” I really like where you took that message Mike. Thanks for posting!
Without the really tuff times it’s hard to see how great the good times are. Those who survive the storm always have a leg up on others when the sun starts to shine.
How right you are. Strange to think that it’s the tough times that teaches us the most. Thanks for posting Joe!
As a hospitality major, I was pleased to hear the woman’s reply. This kind of answer shows that top management in the establishment is geared toward providing genuine customer service because the restaurant cares about its community and patrons, which can be seen through the front line employees. If I am ever in Great Falls, I will have to stop by!
And you know something Niraj – she seemed almost confused as to why I even asked her the question. It seemed so obvious to her to be open for her clients! With the background you possess, I was very glad to read your insightful comments.
It is amazing how powerful our mind can be…When we chose to do something it’s really hard to change that mindset. Great for them.
I agree. Honestly, they didn’t open up to make money; there were only a handful of cars that were on the road. 16″ of snow fell! They opened up because they felt we needed them. As you said, “Great for them.” Thanks for posting Ron.
I almost missed this one, Rob! Wife fell down in our house, so I spent most of last week with her in Reston Hospital. (She’s home now). I guess that’s as good a way as any to add to another outstanding BLArticle from you! How about the doctors and nurses (who treated my wife) and the long hours and commitment they put forth – to heal the sick, and comfort the suffering – and give hope to the forlorn!
I think we can add them to our list, Rob!
Whaddya think?
J.M.
“C.T.”