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

By Sam

16 April 2013 07:04:00

Graeme, you know better than to expect everyone to agree with your position. There is too many politicians inside and outside our industry playing with it for their own ends.
If you ruffled some feathers that just shows that your words are being read.
Get back in the saddle and write some more, and then more again. Don't let some upstarts put you off
As for this blog from Steve. I think it is great because it has sparked a discussion that has prompted many who normally sit on the side lines to join in. This has been missing in this industry and its riddles spread to other blogs and discussions. The name of the game is engagement and for whatever reason Steve's blog has successfully achieved that. So, Graeme (and Steve) keep doing what you are doing. I hope to read more from both of you soon.
Sam from Staines.

By Todd

16 April 2013 07:03:00

Why have no sponsors come forward to sponsor this award? Realistically, without one, this award is a none starter

By Helen

16 April 2013 07:02:00

I agree completely with Brighton's observation. Too many managers and academics behind desks think that that they know what is happening in the field and say what is best for the customer based upon their limited view of the world.
The ACR industry embraces all sorts but lets now be fooled into thinking that these people really know is going on and what is best for the industry.

By Justin

16 April 2013 07:01:00

I would like to nominate Martyn Nichols. He is a service engineer at McQuay International.

By Edie Martin

16 April 2013 07:00:00

Truly great blog, Thanks for reminding us what really matters!

By Francis Lee

16 April 2013 06:59:00

The story of Fred the postman may be inspirational but lets face it, he did not have to worry about customer loyalty. It many ways that makes his actions all the more admirable because he could have provide the standard level of service and his customers would still have had to come back. There was no one else delivering the post.
Our own industry is completely different of course. Customer are free to go where ever they please. They can swop and change. Steve does point this out in the blog. Staff are also free to go elsewhere, unlike Fred. Which rival could Fred go to and still deliver the post? The answer is none.
Steve is absolutely right in that we have many fine examples in our own industry which will certainly be more appropriate to use than Fred for a variety of reason, not least of which is that this can serve to promote the ACR industry in a positive light. We just have to find them first and this award is the perfect vehicle for that.
I am aware that this has been raised earlier in the thread but may I reiterate what others have said and strongly suggest that we do not call it the Fred Award for many reasons which have already been covered but instead call it the Steve Award.
We have a propensity in this industry to only honour people by posthumously naming awards after them. Bear in mind that Fred the postman is still very much alive so any argument against using the name of a living person seems illogical.
This discussion is all academic of course until there actual is an award agreed and a sponsor found, but academic or not, the naming of it could be a critical factor as to its success.
So, step forward sponsor and lets get this off the ground.
We are all waiting to hear some positive news from Lynn.

By Gary

16 April 2013 06:58:00

In answer to Jude's comment, I would say look at the wider picture before jumping to generalisations. Both Steve Gill and Graeme Fox write excellent blogs on a wide range of subjects. They are also both deeply involved in various industry associations so to judge either by this one blog is a mistake.
I would also like to point out that the subject of Graeme's most recent blog has been discussed elsewhere so may be people have aired their views both in private and in other forums, whereas I am not aware of another discussion anywhere else concerning customer service within the ACR industry. May be that is also a factor.
Whatever the reason for the there being more comments left than in Graeme's should not detract from the fact that both are excellent blogs covering interesting subjects from individuals highly regarded by their peers. We should be thankful that we have both enriching the ACR industry as they do. Do not get drawn into comparing the two as that is counter productive. They are not rivals; they are both committed members of this industry.

By the way, I would still like to win a 'Steve' one day!

By BH

16 April 2013 06:57:00

Can I nominate a Service Engineer for the Award? He is Phil Selway of Space Engineering Services. He goes the extra mile and stands out for his customer service

By Dave

16 April 2013 06:56:00

I would like to nominate Jenny Cooke, the Service Desk Administrator at GalxC Cooling Services Ltd for the Fred/Steve Award. She is helpful to everyone.

By Graeme

16 April 2013 06:55:00

Jude, yes I can see how my last comment on my own blog may have come across that way. It was more a case of "I'd better not say too much until this blows over" rather than I didn't want any further discussion but I take your point, thanks.
I have been thinking about a new blog but to be honest I've been really busy at work and trying to pay attention to my kids for a change ;)
Also most of the "extra curricular" industry work I've been doing has been changing almost daily, very politically sensitive sometimes and I have been trying to avoid saying or hinting at something that may prejudice the contractors' position in the whole bargaining process. All I would say is that I think we've made a real breakthrough with the European Council on a couple of seemingly minor points that will hopefully have really effective results for all us contractors trying to make ends meet in a very competitive market. In the middle of all that I had the AREA general assembly at the start of October too.
Hoping to be able to write a blog a lot less cryptic soon! It's not always easy finding inspiration for a blog but I will try to get something to Lynn soon. Thanks again for your thoughts and support.
Cheers

By Jude

16 April 2013 06:54:00

To answer Mike, I will just say 'fair enough'. I can accept that the style and subjects of all the blogs at ACR News are different but equally have a place here. I wasn't suggesting that we exclude any I am just surprised that some important issues appear to receive less attention than others, but I accept that both bloggers are people that are at least trying for the good of the industry and we should support their efforts. So, no hatchet to bury.
Regarding Graeme's comment, it could be well be that people don't wish to come out publicly voice an opinion or offer support even though they do so in private.
I must say that your last comment on your most recent blog sort of killed further discussion. Perhaps that was not your intention but it appeared to say that you were in hot water and didn't want to discuss further at the moment.
So, better let that stay as it is, but come back with a fresh blog. There is a lot of renewed interest in the ACR News blogs thanks in no small part to this one (credit where it is due) so Graeme, get the pen out again soon. People do read what you write and take note, it is just sometimes difficult to start a debate when people don't want to stick their necks out as far as you do.
Great stuff. Hope to see you at the show next year too, and perhaps Mike too.
And can I just say one more thing? I didn't really mean to say that this discussion and blog is inferior to Graeme's. They are different and perhaps appeal to different people, that is what I meant to say.
Keep up the good work, both of you
Jude

By Lynn Sencicle

16 April 2013 06:53:00

Graeme, all I can say at this time is that we are having some serious discussions. If/when there is anything to report, we will be sure to mention it on this blog!

By Jennie

16 April 2013 06:52:00

Good comment Anne. You could add children's birthdays and wedding anniversaries to the list of information that customers share
059030

By Graeme Fox

16 April 2013 06:51:00

Thanks Jude and Mike for your continued support.
Jude, I would welcome more feedback on my own blogs - I do try to be a wee bit contraversial sometimes to stimulate debate but some people seem unwilling to engage on the subjects you termed as more serious. Unfortunately that's why I've been accused of being a lone voice by one or two individuals in the UK industry who I won't name here! However, I know from private conversations that I only voice what others are thinking.
Mike, thanks again. FYI I will be attending the ACR Show in February and am speaking at a B&ES seminar on 12th February - I think the seminar will be from 10am until 12pm but you may want to check the show website nearer the time to confirm. It would be a pleasure and an honour to meet some of you who have kindly given your support over the last few months on this thread and elsewhere.

Hopefully Lynn will be able to give some firm ideas about the award soon........?

By Mike

16 April 2013 06:50:00

22/10/13
In reply to Anne's comment, I think that the whole point of the blog is that everyone is included, so as you noted, Steve did mention admin staff.
As for what is in the minds of readers leaving comments, it is of course impossible to say but I think the ones that say 'frontline' staff mean the widest definition were as those that say 'engineers' are obviously being quite specific.
Good post Anne, you made a good point

I would also like to answer Jude's comment about this not being a serious debate unlike the blogs of Graeme Fox.

I am a great admirer of Graeme's work and I hope to meet him one day. Both his work and his writing is of great importance to the industry but I would not say it was more or less significant that this blog and the subsequent debate. As it has been said many times, this industry's greatest asset is the people working in it. This blog is concerning the people and the customer the industry serve. Are they not serious items worthy of discussion? I hope that Graeme will not take offense if I say that both he and Steve have a great amount to offer this industry and they both contribute admirable. Let's not get into any further debate as to the individual merits of two of our finest ambassadors. We are all the richer for being able to read both their blogs here.

Hope you agree Jude. :-)

By Anne

16 April 2013 06:49:00

Engineers are wonderfully creative people. They have no trouble in coming up with brilliant ideas for innovative products and systems. This brilliance blinds them at times, perhaps most of the time.
It is a pity that they don't understand their customers and know so little about them. Ask an engineer about a site and he will certainly know the make of compressor, ask him about what they make at the site and he may know something about the product; ask him the customer's name and you will be lucky to get more than a first name.
This is a generalisation of course and some are better than others, but when I read about frontline staff, I assume that mostly people here are referring to service engineers. I would say, don't forget us service administration staff. I have never visited a site but I know all the makes of compressors and even all the part numbers, I know all the problems with the customer's production and products, and I know all their full names and even some of their birthdays and where and when they go on holiday.
Thankfully Steve does mention us in the blog but even so, I feel that we may not be in most the readers minds as they leave comments concerning 'frontline' staff.

By Brighton

16 April 2013 06:48:00

Love this blog. The view from behind a desk is a dangerous place from which to view the world but unfortunately that is the one that most of industry's leaders have.
Steve's two examples of Fred's that he met were in plantrooms. Everyone claims to know that this is a customer driven world but so few ever recognise the role that frontline staff play.

By Stan

16 April 2013 06:47:00

Great post. It is tricky sometimes but we really should try to remember to thank the people who are quietly making our organisations and ultimately successful and not just the fire-fighters.

By John

16 April 2013 06:46:00

Most people forget that the ACR industry is largely made up of small companies. Many are one-man-bands,but with the vast majority of businesses employing less than 9 people.
By and large, Awards dinners are funded, sponsored, supported and frequented by the much larger organisations. They are were the money is. The ACR industry is dominated by the multinationals, that's the way it is, but despite their dominance, it is still true there are many times more small businesses than there are lareg ones.
The people that work for these small companies are motivated by their own goals, not by some manager's stick or carrot. While bosses of the large organisations talk about customer relationship management, small business owners spend nearly every minute of their days in contact with their customers, and their income depends directly upon how well they do it. While large companies spend big sums of money making promises to their customers, small business owners just get on and deliver the gods because they know their future depends upon it. In a small business personal reputation is everything. Lose it and you have no business.
An industry wide Fred award show embrace this diversity and encourage the small operators in.
Sadly, by the very nature of our industry awards, these are the very people that will be excluded
The Fred award is an excellent suggestion and the blog reveals the author's deep understanding and passion for the industry.

By Pat Blackall

16 April 2013 06:45:00

Customers tell us everything we need to know to succeed in business. All we have to do is listen to them

By Nigel

16 April 2013 06:44:00

Just being available to speak to customers is enough at times to make them feel appreciated. I know some people who turn their mobiles off to ensure that their customers do not contact them when they are not at work
"you can be my customer only during work hours!

By Ian Banks

16 April 2013 06:43:00

When it comes to customer service most managers are under the delusion that they are doing a great job.
The truth is that most customers are unhappy but feel that they have little choice but to come back for fear of not having their system fixed.
An ACR industry customer service award for an individual provides a wonderful opportunity for businesses to really hear what customer think and want. It will raise customer service to its rightful place at the forefront of this industry's drivers.

By Gavin Chan

16 April 2013 06:42:00

Bring this to China please.

By Pete

16 April 2013 06:41:00

I don't see any support from this from managers or company owners. Most of the comments of support appear to be from people working on the frontline. Why am I not surprised?

By Bob Smith

16 April 2013 06:40:00

This is different. Good suggestion. Putting the customer's need first should be the starting point for all awards, sadly it isn't.

By Jamie

16 April 2013 06:39:00

Interest in customer service is alive and well.
Good blog

By Bradley Beasley

16 April 2013 06:38:00

Wouldn t it be great if this award attracted entries from both the multinationals as well as the many small companies operating in our industry, and we have the opportunity to share the best practice through case studies, articles in ACR News magazine and through this website.

The importance of good business relationships and customer service leadership is evident and very present in the ACR Industry, and this is a great message for our industry, with businesses and organisations around from all ACR sectors looking to improve.

This award will uncover some exciting and motivational stories with all the finalists worthy of recognition.

As an industry we are never afraid of setting new standards and of raising the bar. As Steve put it Normal is overrated and has never been a term that should be applied to our industry so let s look for exceptional.

The story of Fred the postman may have been the inspiration for Mark Sanborn s book the Fred Factor. Now it is time for us to find inspiration from within our own ranks.

By Alex from Brisbane

16 April 2013 06:37:00

Creating a positive relationship with the client is esential for a successful business these days. It helps to smooth day to day business in so many ways. What is more, it makes the day more enjoyable to work with 'friends'.
I run a small business with a team of 4 engineers and one girl in the office. I am hands-on my self most days. Without the mutual support to and from our customers we would not have a successful business.
Yes, as Steve says, we are a technical business but absolutely spot on when he says that relationships make our industry what it is
Great blog Steve, you certainly understand people and the ACR business.

By Rob Saunders

16 April 2013 06:36:00

Many of the Awards these days are just duplications of others
These seems to be something new.
'Fresh talk' indeed!

By Jim Lake

16 April 2013 06:35:00

Great to see people that care about customer service recognised at last. Great post Steve

By Clayton

16 April 2013 06:34:00

Will this be a UK only award?

By Andy

16 April 2013 06:33:00

If this could really be opened up to all and be judged fairly, it could be the best award going at the moment. After all, what matter more than customer service?

By Paul Mathers

16 April 2013 06:32:00

Such a simple yet powerful message. A truly wonderfully well written blog

By Mario

16 April 2013 06:31:00

The people in this industry make it what it is. I think this blog is so popular because it is about people. From reading Steve Gill's previous blogs I guess that he is a people person and recognises the value and importance of people in the industry who make it the great industry that it is.

By Poole ACR Man

16 April 2013 06:30:00

Would this award be on a national basis? Who would judge it and how?

By Carl Peters

16 April 2013 06:29:00

The Fred factor may not be new but it is a good idea to introduce this to the ACR Industry

By Steve Goowin

16 April 2013 06:28:00

I prefer the suggestion that it is called the 'Steve Award'. I can't think why? :-)

Seriously though, I found the discussion here interesting. Whatever I think about the blog it has certainly raised a good discussion.

By Greg Thomas

16 April 2013 06:27:00

Highlighting best customer practices in our market segment will in turn highlight the shoddy ones. Good idea and about time too!

By Kate Wentworth

16 April 2013 06:26:00

Like everything else, good customer service is a habit. So is bad customer service.
To break the habit of poor customer service and to replace it with the habit of good customer service, I suggest practicing good customer service from the very next customer contact and then keep doing the same with every new contact until it becomes habit. Simple if you make it part of your everyday working life and never break the habit

By Mark Yorke

16 April 2013 06:25:00

I would like to nominate Sharon Willis of Johnson Controls. She is simply the best!

By Geo

16 April 2013 06:24:00

My boss finds out the birthday of all our customers if he can and then sends them a birthday card. He even sends it to the ones he doesn't know or has never met or spoken to. They find this false and it works against him but still he does it. Some attempts at getting close to the customer are misdirected. This is one example

By Darren

16 April 2013 06:23:00

Having been on the end of some pretty awful service in my time I would say that even the nicest and most helpful of people can't do that much if they work for companies who are steeped in bureaucracy.
Generally, people try to do their best but companies don't. In my experience, the larger the company the worse the service

By Andre Frip

16 April 2013 06:22:00

I came across this blog by chance. It was interesting to read so many comments left by other readers. Some heated debates here which read more like a forum thread than a blog thread.
May I suggest a forum style approach would be better than the blogs that you have at present. That way, new threads can appear and also old ones can be visited and commented upon more readily
I had never heard of the Fred Factor before and must congratulate Steve on bringing it to my and I would guess others attention. (EDITOR'S NOTE: We have a forum on LinkedIn for those who would like to discuss - www.linkedin.com/groups?gid=4029697&trk=my_groups-b-grp-v )

By Jude

16 April 2013 06:21:00

If all the people leaving comments who profess to care about this industry had bothered to write and support the industry against the madness that is the F-Gas regulations, perhaps we as an industry would have had more of a voice.
It is a strange focus that a blog about a Fred award gets more attention that Graeme Fox's blogs regarding the serious matters that truly effect this industry.
A customer service award will make no difference to any one in this industry outside of the marketing departments of the awards dinners
Time to focus on the real issues facing this industry not some nice to have fancy award.
I do find Mr Gill's blogs interesting. I am not saying that he doesn't know what he is talking about, but the response to this one reveals a misguided industry. No wonder we have the problems that we have.
Join the serious debate in Graeme Fox's blogs and make a real difference.

By D T

16 April 2013 06:20:00

Most service engineers are not only good technically but also great with customers. Far better than the marketing, HR and finance departments who put together the company policies that we are all expected to follow.
A Award could showcase just who really are the individuals that make a difference.

By Cliff Lord

16 April 2013 06:19:00

Can anyone confirm the rumors that there is to be a Fred Award for the Refrigeration, Air-conditioning, and Heating and Ventilation Industry here in Aus?

By 24 hour AC man

16 April 2013 06:18:00

This blog made me stop and think.
I am less like a fred that I would like to admit
I do not have time to think about the customer. It is just one call to the next.
Time to change

By Phil

16 April 2013 06:17:00

Is it too late to say that I agree with this?

By Richard Alfa

16 April 2013 06:16:00

The thread to this article is as interesting as the blog itself. The number of comments are testimony to the quality of the blog
A few people have made the comment that this blog has nothing to do with the ACR industry. I completely disagree. I think it has everything to do us and what it more, it can be taken to have a much wider concept than the 'friendly smiling customer service staff' that is so prevalent here in the US. If we really take the time to understand and help the customer; if we really get into his shoes; we take on board much wider issues such as energy efficiency and environmental impact. There are many other aspects as well which exceptional customer service really takes into account.
To any doubters out there, I really think this is an extraordinary blog which has touched so many people in many different ways. Is it relevant to the ACR industry? You bet it is.

By Joe

16 April 2013 06:15:00

Not all leaders are at the top. We can learn from other people and other professionals, even a humble postman can be a good example to us all
Interesting blog, quite unusual for the ACR industry I would say

By RAY SMITH

16 April 2013 06:14:00

Often it only takes a small act to make a big difference. The key question is, What kind of difference is each of us making?