E-couragement: Nick's Drive Through

“Simplicity is the ultimate sophistication.” Leonardo da Vinci Nick 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.

Who is Nick? He’s a drive through bank teller. He’s more like the king of drive throughs. Nick has created the most socially interactive banking experience in town. He’s accomplished this through the genius of simplicity.

It all started when I pulled up to his window to make my deposit. Through the intercom, 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 that grew into an ongoing business relationship.

I visit Nick’s drive through lane whenever I get the opportunity. Why? Because I get to hear my name and enjoy some banter. While waiting, I overhear Nick carrying on personal conversations with customers all around me. Simple—and very effective.

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.

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 tasks. Remembering a name, a hand written note of appreciation, a sincere thank you, 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 workplace?