E-couragement: Nick's Drive Through

"Simplicity is the ultimate sophistication." Leonardo da Vinci

Most people resist raising their hand to the question, “Who considers themselves a genius?” I’ve been pondering why that is. Could it be that we believe being a genius is about solving complexities? Does it include handling or accomplishing things too elaborate for most? Might it involve scientific journals, problematical algorithms, furrowed brows, and atomic particles? What do you think?

Nick Kinzer is a genius. Not so much in a Mensa or valedictorian type of way. Not even in a PhD, Steven Hawking, or Beethoven manner. He is a genius in the way of Albert Einstein. In the method where Einstein states, “Everything should be as simple as it is, but not simpler.” Yes, that’s it. Nick is a genius of simplicity.

While businesses are pouring marketing dollars into gaining new customers, Nick is garnering free word of mouth advertising. As organizations toil over the secret to retaining key clients, Nick is fostering customer loyalty. Who is Nick and how has he achieved these breakthrough results?

Nick is my drive through bank teller. He’s more like the king of the drive through. Nick has created the most socially interactive bank drive through experience in town. He’s accomplished this through the genius of simplicity. A year ago I pulled up to the drive through window and made my deposit. Nick asked, “Do you prefer to be called Richard?” I replied, “You can call me Rich.” And so he did…and he’s never stopped. Nick leveraged common information on my deposit slip and transformed a banking transaction into a meaningful encounter which grew into an ongoing business relationship. I remain loyal to Nick’s drive through lane because I get to hear my name and enjoy some banter. While waiting, I can overhear Nick carrying on personal conversations with customers all around me. Simple—and very effective.

Here’s the lesson for engaging leaders. You can be a simple genius. Resist the urge to over complicate your work. Pay attention to the simple actions that often go neglected to pursue seemingly more important “big picture” issues. Remembering a name, a hand written note of appreciation, a sincere thank you, a helping hand, or a thoughtful word will all fit into your budget and yield you a nice return. Take it from Nick…this is not complex. Being a genius is pretty simple.

Leave your comments: In what ways have you experienced the genius of simplicity in your own work life?