The ACR Industry needs a 'Fred' Award

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The ACR Industry needs a 'Fred' Award

It is around twenty years ago that Mark Sanborn, a professional speaker, trainer and author on leadership and customer services met Fred his postman. Mark had just moved into his new home in Denver when Fred knocked on his door, introduced himself and welcomed him to the neighbourhood. He also asked Mark about himself and how he wanted his mail handled while he was away.

Mark was astonished. This was not the service he had come to expect from a postman. He was truly pleasantly surprised and delighted by Fred's approach and manner.

Mark became interested and asked Fred more about his job and how he approached it. Fred's answers inspired him to develop motivational seminars and a bestselling book (The Fred Factor) promoting Fred's attitude and approach to life.
In a nutshell, the Fred philosophy is to realise and practise that everyone can make a difference; success is built on good relationships; you must continually create value for others and it doesn't have to cost anything; you can reinvent yourself whenever you want.

In the past few months I have had the pleasure to meet two 'Fred's from the ACR industry. The first was a service engineer who I bumped into by chance when I walked into a client's refrigeration plant room on a site in Birmingham. The young engineer was knowledgeable, enthusiastic, helpful and a pleasure to speak to. The second was a food factory engineer who managed the refrigeration plant along with all the other services required in a modern food production environment. Although not a specialist refrigeration engineer, he went out of his way to provide the information I required and to answer all my questions and more.

Both of these engineers embodied excellent customer service qualities described in the 'Fred Factor'.

We should never forget that although highly technical by nature, the ACR industry is a still a service industry with customer service excellence being a key to business success. If you think that is a cliché, imagine how long a company can survive that ignores this in the competitive market place we find ourselves in today. Customers do have a choice and they will go to where they perceive they most consistently get what pleases and impresses them.

The 'Fred' philosophy is built on timeless values like personal responsibility, authentic relationships, and respect for others. It is in essence, a mind-set that looks for and seizes opportunities to turn the ordinary into the extraordinary.
The ACR industry has individuals who go beyond the ordinary and create extraordinary experiences for their clients. These are not only service engineers; they are from all business fields, from sales through to administrators. Their attitude to customer service should be recognised by this industry in the same way as technical excellence is. Normal is overrated and has never been a term that should be applied to our industry. We should have a 'Fred' Award, although I am sure that we can give it a more appropriate name from one of the many fine examples from our own industry.

Posted by Steve Gill 15 April 2013 23:21:00 Categories: Fresh Talk

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Comments

Alan

26 March 2017 10:59:21

For the first time ever I have looked for the results of an industry award event with some interest. Chuffed to bits to see Celia and Jacky crowned as winners. Is it just me or do the other categories featuring products and companies now feel out of place? I read that these are awards in transition. But seeing the mix of old style and new style categories side by side really brought it home to me just how little interest I actual have in seeing another AC widget or contractor win an award. The truth is I don't actually care if they win or not. But seeing individuals win; seeing the industry finally wake up to the fact that this industry is made up of people doing extraordinary work is fantastic. I didn't realise it until now but these are the best awards out there. They are the people's awards, voted for by people working in the industry.

Well done Lynn Sencicle and the ACR News Team for making these awards happen, and what can I say about Steve that hasn't already been said? A true industry man who cares about the people working in this industry. May your star shine ever brightly

Celia and Jacky - big congratulations. You and your kind make this industry great day in day out. Brilliant result!

Nick

26 March 2017 08:51:58

Well done Gary. Service engineer of the year for every year! Utterly deserved.

This blog is still a good read, don't care what anyone else thinks! Good one Steve

Martin

26 March 2017 06:27:57

So pleased that Gary won. It made my year! Well done Gary. A real fridge engineer winning for a change.

Nice to see Celia and Jacky win too. I don't know them personally but there is something more human about the ACR News awards these days. I like to see ordinary 'extraordinary' people winning. The true 'Fred's' of this industry.

David W

25 March 2017 23:06:26

What a star Celia Dickinson is! Now winner of two customer service awards. Both inspired by this blog. Absolutely a brilliant winner who everyone must be inspired by.

And Jacky Winterton for unsung hero. What an inspired choice. These awards are really fulfilling their promise of crowning the people who would never be recognised by the other awards.

One comment here said that this blog was past its sell by date (or something like that). Having read it just now, I unfortunately have to agree because it changed things and ACRN responded. It is still an interesting read but has lost its impact somewhat. But it serves as a lesson that we can change and that a few inspired words or actions can be that catalyst. It is a very good reminder that we are actually doing better than we give ourselves credit for at times.

I have to disagree though when teh same person said that these are the best awards in the world. The student and trainee awards are both very valuable and are run by others. But over all, the ACRN awards are now by far the best overall. I read that these are a step towards a change. Well you get two thumbs up from me. The people's awards for the people.

"Normal is not a term that has ever applied to this industry" - Steve Gill

Now that quote applies to the awards too. The rest are very ordinary but ACR News, take a pat on the back. These are brilliant!

Why not name them the individual customer service award the 'Celia' ?

Trev

25 March 2017 20:10:24

Congratulations Gary Dowsett. Well done Totally deserved.

David Watkins

25 March 2017 10:22:04

This blog post is now seriously out of date. But it is pure gold. It has made its point and more importantly, it has made a difference. The ACR News Awards in London last Thursday night were the best ever. I don't mean the event. I wasn't there so I can't compare but just look at the new categories and the winners. Celia, Dan, Gary, and Jacky, all stars of this industry. All individuals making a difference. All going the extra mile. At last the industry has a series of awards that genuinely awards the people in the industry. And what is more, the industry decide by voting. These are the people's awards, these are the people's winners.

This blog is only 4 years old but it has made such a difference. Compare the awards back then to the awards now. We now have a true celebration of makes this industry special. As Steve said' Normal is not a term that should be applied to this industry'. Celia, Dan, Gary and Jacky are extraordinary. There were two other winners on the night that didn't get a mention at all. They are ACR News and Steve Gill. Both deserve the credit for producing the best industry awards anywhere in the world. So congratulations to all the individual winners, but also take a bow and accept out thanks Lynn Sencicle and Steve Gill; you have turned the ordinary into the extraordinary, and have given the spotlight to the amazing talent this industry has. Hidden gems, until now!

Pete

23 March 2017 09:32:55

Good luck Gary Dowsett for a win tonight. You deserve it. Good luck mate

Ian

22 March 2017 14:38:36

I was just about to tweet wishing all finalists of the Fred Award good luck for toward when I found that #fredaward is taken and used by seemingly several other awards all totally unrelated to the ACR Industry.

I think the new ACR awards are a great improvement on the past and also the competition so I do wish all involved every success.

Steve did say that we should find our own name from the Fred Award but it appears to have settled as the ACRN Customer Service award. Don't want to get too hung-up on the naming of it, but just want to say that it is a great idea.

So, good luck all finalists tomorrow at the #acrnawards :-)

Ian

Giovanna

13 March 2017 05:24:52

Le aziende che realizzano la CSR hanno una marcia in più: persone appassionate e positive

Helena

13 March 2017 05:18:33

I'll try to read this book as soon as possible!

Rajesh Jain

13 March 2017 05:16:23

An apt moral for bringing customer service to its rightful place at the fore of refrigeration industry. There's more than just bottom-line to be gained by doing it. It is the respect and reputation gained from customers. Great story of the postman.

Doug - from HK

13 March 2017 04:26:21

So true. The corporate world could use a lot more kindness and respect. Think it would go a very long way

Doug Huang - From Hong Kong

Michelle

13 March 2017 04:14:19

Something that is seriously lacking in the ACR industry amongst engineers is empathy!

Empathy definition-experiencing another's perspective,walking as is said"in their shoes". Each generation carries; both unique ideologies and complete contradictions. Whether raised with a strong work ethic or born believing your generation is "entitled"; thus not expecting work as anything but a 4-letter word; we all choose what works best for ourselves.To choose to be compassionate is to be willing to put self aside,looking to find purpose and meaning as part of something bigger than one's self. Anyone can be selfish;however,consider walking through life treating each person as you would want to be treated and all through life...the culmination of everything done,put yourself in the position that who you have to ask for your last sip of water,may be someone who you discounted along the way because to you,empathy was for the weak minded.Learning to practice empathy,kindness and respect for people will open many more doors, have more return calls and be genuinely happy to greet you when you enter a room.It's much better by reason of virtue,to be celebrated than simply tolerated...

Arron

13 March 2017 04:02:08

After reading this, I have only three words to say: Hell YEAH, dude!

Clay

13 March 2017 03:57:59

You have teh most engaging, unselfish writing style, Steve! I really enjoyed this morning reading this and your other ACRN posts. Thank you! But was dismayed when I saw that you stopped contributing 3 years ago. Such a shame, as I was looking forward to reading your next one.

Martin Mellor

13 March 2017 03:47:05

Hello All: I have been saying it for decades.....The first rule in business is that you must take care of your customers' needs. If you don't, you won't have any customers left to do business with.

Mike Hernandez

13 March 2017 03:41:53

Great article! (And the title snagged me, too! - I wanted to know what a 'Fred' Award is!) :-)

Nicole Drolia

13 March 2017 03:38:11

Really enjoyable read. Thanks Steve! Agree wholeheartedly. If people around you show that they really care, more often than not we'll walk through walls for them. The same goes for the other way around too. Show that you really care & you'll earn their trust. This is so important in business.

Also agree that so much that happens at the sharp end of customer facing staff goes on without senior management having any awareness of it. So an award would shine the spot light on this important work and on to those that truly deserve it. Couldn't agree more. Yep, a really enjoyable read!

Kathy Payne

13 March 2017 03:26:26

Great article. High level of emotional intelligence is required. Something that is sadly lacking in the ACR industry's frontline staff

Bruce Zima

13 March 2017 03:21:31

So basically, fridge engineers should be honest, thoughtful, helpful, creative, down-to-earth, problem solving genuine people? It's amazing that this might be a revelation to some

Trent Irwin

13 March 2017 03:10:57

Really? Give an award for customer service? If you knew anything about this industry you would know that is the last thing it would ever do!

There is change in the HVACR award world but that is to recognise women and students (or both!). Why? Because that is the latest trend, the latest fashion. A few years back it was all about sustainability and green credentials. Industry awards are all about the latest thing. Something as fundamental to the success of this industry as customer service won't get a look in because it is not in vogue or trendy.

I jest, because I actually know that it has been happening in England for some time so maybe it will reach Aus in around a decade or so.

I would like to see an award for employers recruiting ex- military personal because I thing more should be done to encourage this. I have found them to be great at exceptional customer service because they know what it is to serve and to solve problems on the hoof. They do not just follow orders without question, as some would have you believe.

Steve - I liked this post but don't think Aus is ready for it yet.

Voke Gladstone

13 March 2017 02:53:55

It took me 10 years to learn this in my business. Technical ability and knowledge is just not enough to succeed. Customer Service is critical at all stages of life or business. Learning to ask for help is an art for sure, but helping others is very rewarding too and just might actually be helping yourself

Voke - from Melbourne

Dana Ray Watolla

13 March 2017 02:43:57

Steve is enn aanhanger van het sociaal Darwinisme!

Tanvir Seetharaman

11 March 2017 11:29:25

Good one but not everyone tend to do it!

Dominik Barceona

11 March 2017 10:47:22

Great article Steve, clear, crisp and powerful. The ACR industry has much to celebrate!Thanks for sharing

Ramakant Alsubaie

11 March 2017 09:48:26

Great and PRACTICAL article!

The real revolution begins with the change of attitudes.

Have a happy weekend!

Jeffrey Lellu

11 March 2017 09:37:53

Helping each other is how we all get successful.

Celeine Packer

11 March 2017 09:34:39

Customer Service:To be happy and make other people happy too!

Great post. made me happy to read it! Thank you for sharing

Fabienne Hesari@yahoo.com

11 March 2017 09:11:50

Thank you very much Steve for this amazing and powerful post. I wish all business relationships were that sincere, honest and authentic. With people like you, it seems quite possible and achievable.....You are great!

Tsanta Gaelle Racelis

11 March 2017 09:06:27

Thanks for this amazing post and for the great comments it brings.

"Normal is overrated and is a term that should never be applied to this industry"#iconic Thanks for sharing

Jennifer Lynn Conde

11 March 2017 08:59:02

Good advise! Thanks for sharing

Charles Botuyan

11 March 2017 08:54:43

Excellent (article and comments)!

Actions speak louder than words in customer service. A quiet postman's actions made more difference than any salesman's pitch or company's customer policy statement.

Deborah Thorncroft

11 March 2017 08:49:20

Great post and you are absolutely right and it is always fantastic to be reminded of the little details that makes a difference, thanks Steve!

Lambert Francken

11 March 2017 08:43:53

zo eenvoudig kan dat inderdaad zijn!

Alicia Towe

10 March 2017 22:43:22

Very thoughtful. I love how humility is so well featured in this great article, Thanks for sharing

Abdhul Samadhu

08 March 2017 09:44:57

It is not easy to compare a professional engineer to a mailman. I can not share this with my colleagues or family. They would not understand it. To compare any professional to a man that delivers the mail will lose many readers immediately. If they have aspirations to improve themselves, why compare themselves to someone lower, why not rather compare to the behaviour of a company President or CEO? These were my first thoughts.

It took me several days of deep thought and reflection, and several rereads to realise that teh comparison being made is not to a mailman, but to oneself. The message is "how can improve in all aspects of my work?" The comparison is between what I am now, and what I may be. This applies to all professionals and non-professionals alike. We can all take stock of what we are doing and aim to improve. We can all do better. The most important message is that I can stand-out and be different, I don't need to always do exactly as my peers do or how I am expected to act. We can be exceptional if we try.

Now I understand this better and will share this message

Having an award for exceptional people who act in extraordinary ways is a good idea. We can celebrate their achievements and learn from them.

There is no shame in being compared to a mailman if that mailman is extraordinary and we can learn from them.

Thank you Mr Gill for a most important message. I believe that yo must be an extraordinary man too.

Sincere thanks

Abdhul Samadhu - Dubai

Charlotte Bates

03 March 2017 00:37:25

Excellent blog. More relevant to both the frustrations and the aspirations of my job than anything I have previously read. As a woman working in a traditionally male dominated industry I find that many aspects of this industry talk down to women. I try to be the best I can be in all aspects of my work, and that includes customer service. I can say with hand on heart that when a man in a similar role here is praised by a customer, there are almost celebrations, but when I get praised by a customer for the service that I provide, I can hear some of the men say 'oh well, she has an advantage being a woman'. That is complete nonsense.

So I was so pleased when I read this blog, then read a few of the comments and found that the first winner of this award was a woman called Disa. It was open to all and a woman won. It appears that entries are treated equally and judged fairly by the public. What an amazing award! I am passionate about doing a good job and about being treated fairly and equally. I also appreciate recognition going to those that don't normally receive any sort of recognition. Wonderful. Absolutely wonderful. Great blog, even greater award!

Gaza

02 March 2017 21:44:27

Missed them :( I have just found out that I missed the chance to vote for the winners this year. That stinks. There is one really good engineer that deserves everyone's vote. But stupidly I missed out as the voting has finished.

I don't normally have much interest in some called industry awards because they are not representative of the industry at all. They pamper to the ego of the bosses that fund them. But when I read that we the real industry can vote for real people, I think this is what it is all about. This is a true industry award. Never mind what the rest of them are doing or believe.

I can't say that I bother reading any industry blogs so I have very little to compare this with. But the few I have read seem to be saying 'look at me' 'see how clever I am'. I don't know Steve and am dazzled by the mass of letter after his name but reading this I get the impression that he is just a smart guy trying to do the right thing.

If I have ny message here at all, it is that I am disappointed at missing the chance to vote and I feel that is important. So these awards matter. Well done ACR News. If you intended to have awards that matter to real people working in the real industry - you have succeeded.

Steve - god bless you. Your few words have gone a long way

Ian

28 February 2017 19:16:43

Voted and I loved it! Never thought that I would be a judge but here I am! Best awards going. An award should go to the ACRN Awards for being leaders in their field.

Great blog Steve. keep those off the wall ideas coming.

Did I say that I just voted and I loved it? Worth saying it twice because I did!

Roger

27 February 2017 21:49:38

I've just voted for the 2017 awards. I fully support this initiative and thank ACR News for being leaders in the industry awards. I don't know where this blog or Steve Gill fit into the evolutionary process of the ACRN awards but that doesn't really matter. They (the awards) are differentiating themselves from the pack and for that they deserve congratulations and our support. If you haven't voted you should.

These comments stay up here for years it seems so I hope to leave another one next year saying I have voted for the 2018 ones too!

I never did quite see the attraction of this blog but it does have something and here I am now leaving a comment myself. Never thought that would happen. If nothing else, this blog is #iconic A part of the ACR industry history.

Ray Barnes

24 February 2017 07:59:37

In answer to Paul's comment asking if this is connected to the mentoring scheme - I would suggest that it is not. Having said that, I have just contacted Steve to become a mentor because I believe it is one of the best initiatives at the moment. Mentoring is so important for this industry as the workforce gets older. So much knowledge will be wasted which could be put to good use.

I was looking around for details of the scheme when I found this blog (which I had read in the past). It is still a good read (as many have said) and its message is as important today as when it was written Of course we do now (and have done for some years) have the ACR News Customer Service award (what a wonderful award that is - so different from anything else out there) and also the change in direction for the new award categories combined with online voting. Also great initiatives and deserving support. Talking of which, I must get on an vote as it is closely in a few days.

All good stuff. Great things are happening in this industry by people making things happen. Steve said that we are a people industry and that we should embrace this and celebrate it. The ACR News Awards do just that.

And one final comment - Steve, please make time to blog again. I used to enjoy reading your. may I say 'off the wall at times' blogs but you seem to have vanished. I assume you are too busy with other things. But one every now and then wouldn't hurt would it?

Paul Tye

23 February 2017 08:16:56

Is this connected to the RACHP mentoring scheme? How do I apply? I would like you as my mentor.

David

22 February 2017 17:32:42

A good read.

Viki Sewell

22 February 2017 00:46:17

Greetings from Denver Colorado! Never heard of ACr News before now, or Steve Gill for that matter (where have I been?) but I have now. A technician friend suggested that read this and I am so glad that he did. It is an inspirational read. It made me feel important and respected. I read a few of the comments too. So many dating back years but many new ones too. Extraordinary! The Fred story is one of a simple man going about his business in an unassuming way doing something extraordinary. I would say that in its own way this blog does the same. Written very simply it conveys a powerful message. I will be sharing this with everyone. I look forward to reading more.

Viki from Denver.

Paul Smith

21 February 2017 14:04:40

Fantastic to read this blog and to think it was the start of a change. I haven't voted yet but I have read the entries and am thinking about them all. They are good and I like being able to vote and have a say in the eventual winners. This is not only democracy, it is involvement. As I don't hae any input into any of the other awards I have to say that these are the best. There is no comparison.

A previous comment referred to Steve as a thought leader. Having read this I have to agree. Well done ACR News and Steve Gill.

Tony

21 February 2017 10:07:34

It all depends upon industry sector. What works well in one would be totally inappropriate in another. It also depends upon the accepted industry margins and expectations. I think it is very difficult to compare across the whole industry as it is so wide ranging in products and services. But if we break that down to individual effort then I guess the real 'Freds' of this industry will shine come what may. Very good post from a true thought leader.

Richard Dye

20 February 2017 16:31:34

I enjoyed reading this but pity that there is not more. I mean it is a pity that it is not longer. Steve raises so many excellent points but skims across them in little more than a sentence each time. Would have preferred this to be a much longer piece that explored the subject in more depth rather than the quick skim through. It makes a good point and one that judging by the response is popular but left me wanting to know more. May be the book about the Fred Factor will answer my thirst for more information.

Tony

19 February 2017 08:58:08

I voted this morning! I agree with the comments made by Reg about this new initiative. Best awards in the industry!

Great idea to recognise service engineers and customer service staff. They may see themselves as different due to job titles but as this blog post correctly points out - they are one and the same in many cases. This is a fairly conservative industry so it will take time to change attitudes but I think the new awards are a step in the right direction and are leading the way. Well done ACR News, and well done Steve!

Reg

18 February 2017 13:55:31

I never thought I would see the day when the industry has the voice and can pick its people's champions. The new voting system for the ACRN Awards is straightforward (even I can do it) and is engaging. I enjoyed reading each entry and now can look forward to reading the result when it happens. It is the best development in the ACR awards system that I have seen in ever.

I have been a reader of Steve's blog since the beginning so can I add my disappointment that it stopped a few years ago.

Thankfully there are other bloggers on here and I enjoy reading their thoughts too.

It has to be said that the Fred Award post from Steve made an unimaginable splash resulting in hundreds of comments. Some of those comments are really great little gems in themselves. I could never write so articulately as many have here and this is my first comment on this post, or on any for that matter

It is amazing to see that Steve is now IOR President so I guess he has his hands full.

If it not too late to say so: Steve this is a truly wonderful post and suggestion. It made a difference.

Martyn

17 February 2017 08:04:31

Just wanted to say what a great idea it is to have 'public'voting' for the new ACR News Awards. I think this is a great step forward.

I know this blog is old now but I actually still find it inspirational and read it from time to time.

I read a comment that Steve still reads this so I would just like to say that 'Steve I hope you will start sharing your thoughts again on a regular basis.' Since you became President of the IOR you seem to have vanished from here which is a shame.

The idea of the Fred Award must be the best idea I have read about for the industry for a long time.

Justin

15 February 2017 17:27:12

Thank you mysterious editor, for the uninvited, but not unwelcomed note from you.

I have looked at the new Awards and can see that this is a step away from what I had expected. May be it is a work in progress but I can see the direction change that has been made. Individuals and teams, and even service engineers are up for awards. I can't imagine what the audience will think or even be like. It is a bold move given that I would guess that most of the fat cat industry bosses will feel out of place there now. Good luck. That is a genuine good luck too.

I do think that the post is well intentioned by Steve Gill and I didn't mean any criticism of his post or thoughts. He recognises the valve of those that he mentions in the post, namely site engineers both of whom he came across while on site himself. Can't fault him at all.

I just think that appreciation is a scarce commodity when it comes to staff who are miles away from the board room and not in a sales role. I doubt that any my our company board members even know my name, and it is even less likely that any one in marketing or sales will.

Yes, as an industry we do have plenty of 'Freds' all remarkable in their own way, but equally remarkably unnoticeable. Good luck with the awards mysterious editor. And thank you for giving space to my comment and for taking the time to reply.

By the way, has anyone really read all the comments here? They go back years. Must be hundreds of them?