This past week, I needed to find a part for a 29-year-old boiler in one of my rental properties. After searching the web for a couple of hours, I decided to make a few phone calls since the part was nowhere to be found on-line. By chance, the first number I called was to parts4heating.com. A young lady named Jessica answered the phone in a delightful manner. I explained the situation and she asked for the model number and a couple of other specifics. Then she said, “You know, this is going to take some time. Why don’t you give me your phone number and I’ll do some research and call you back.” I did so and we hung up.
Over the next four hours, she called me two more times asking for additional information, each time in a friendly and enthusiastic way. “We’re going to find this part,” she insisted.
Finally, she called back one more time. “I am so sorry,” she said. “This part is nowhere to be found. I’ve tried three other distributors, the web, and asked the manufacturer. I hate to disappoint you, but I don’t think it’s available.”
I told her I knew it was a longshot going in and that I was amazed at how hard she tried especially because there was probably going to be nothing in it for her. She laughed and said, “Oh, I do that for everyone. Maybe one of these days you’ll call me back and we’ll do business then.” How positively refreshing!
Sadly, we have become a world of mostly detached and impersonal interactions. This means we make most decisions based on what’s in it for us. Granted, that is human nature. But what if we each became more like Jessica — Going the extra mile without being asked and taking time to boost the other person’s spirits?
Occasionally, I come across another person like Jessica, whether it is personally or professionally. When I do, I treasure that relationship. It has been my experience that the best decision-makers with whom I come in contact behave like Jessica, regardless of their station in life. In spite of today’s emphasis on “me, me, me,” what goes around – comes around still holds true.