Character Is Never Off the Clock

by Larry Staton

Are you working with the public this summer?  If so, I’d like to challenge you to think about something that has hit me square in the face several times recently.

Over the past several weeks, I’ve walked into a number of stores and restaurants where young employees seemed completely uninterested in the people standing in front of them. There was little eye contact. Few smiles. Little conversation. Sometimes it almost felt like I was interrupting their day simply by being there.

I found myself wondering, What happened to customer service?  Whatever happened to… “Good morning!” “How may I help you?” “Thank you for coming in.” “Have a great day!”  Those aren’t just nice phrases. They’re expressions of respect.

Here’s something that I am confident each one of you exhibits in your part-time job and contact with the public.  This article is not a chastisement for you.  I’ve gotten to know you guys pretty well and I know that this will serve more as a challenge to continue to raise the banner high with regard to your character and influence on others.

Some people just do not understand that Without customers, there is no business. Without the business, there is no job. The people walking through those doors aren’t interruptions. They are the very reason the doors are open.

Jesus taught one of the greatest leadership principles ever given:  “So whatever you wish that others would do to you, do also to them…” (Matthew 7:12)  We usually call this The Golden Rule, but it is much more than a rule. It is a way of living.

Think about it.  When you walk into a store, how do you want to be treated?  You probably want someone who looks you in the eye.  Someone who smiles.  Someone who makes you feel welcome.  Someone who is glad you came.  Someone who treats you like a person instead of a transaction.

Respect is one of the easiest gifts you can give, yet it is becoming one of the rarest. As athletes, you represent far more than yourself. You represent your family, your team, your coaches, your university, and ultimately your character.  Whether you’re stocking shelves, waiting tables, mowing lawns, working construction, coaching youth camps, or serving customers behind a cash register, your attitude is always on display.

People may forget what you sold them.  They’ll remember how you treated them.  One of the greatest compliments someone can ever receive is this:  “That young man treated me with respect.”  “That young woman made my day better.”  “I hope they help me again next time.”  That’s leadership.

Leadership isn’t reserved for meet day.  Leadership shows up on Tuesday morning behind a checkout counter, while serving food, while answering the phone, when no one is keeping score.

Character is never off the clock.  So this summer, you have a wonderful opportunity to be different. Smile.  Look people in the eye.  Listen.  Serve.  Honor every person who walks through your door.  Every one of them deserves to be treated with dignity.  The greatest leaders leave people feeling valued.

May every person with whom you come in contact this summer walk away thinking better about themselves and their day than they did before they walked in.  You are carrying your reputation forward this summer.  Go Get ‘em!