What do you think?
Rate this book
The Fred Factor: How Passion in Your Work and Life Can Turn the Ordinary into the Extraordinary
Meet Fred.
In his powerful new book The Fred Factor , motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.
We’ve all encountered people like Fred in our lives. In The Fred Factor , Mark Sanborn illuminates the simple steps each of us can take to transform our own lives from the ordinary – into the extraordinary. Sanborn, through stories about Fred and others like him, reveals the four basic principles that will help us bring fresh energy and creativity to our life and how to make a real difference everyday, how to become more successful by building strong relationships, how to create real value for others without spending a penny, and how to constantly reinvent yourself.
By following these principles, and by learning from and teaching other “Freds,” you, too, can excel in your career and make your life extraodinary. As Mark Sanborn makes clear, each of us has the potential be a Fred. The Fred Factor shows you how.
In his powerful new book The Fred Factor , motivational speaker Mark Sanborn recounts the true story of Fred, the mail carrier who passionately loves his job and who genuinely cares about the people he serves. Because of that, he is constantly going the extra mile handling the mail – and sometimes watching over the houses – of the people on his route, treating everyone he meets as a friend. Where others might see delivering mail as monotonous drudgery, Fred sees an opportunity to make a difference in the lives of those he serves.
We’ve all encountered people like Fred in our lives. In The Fred Factor , Mark Sanborn illuminates the simple steps each of us can take to transform our own lives from the ordinary – into the extraordinary. Sanborn, through stories about Fred and others like him, reveals the four basic principles that will help us bring fresh energy and creativity to our life and how to make a real difference everyday, how to become more successful by building strong relationships, how to create real value for others without spending a penny, and how to constantly reinvent yourself.
By following these principles, and by learning from and teaching other “Freds,” you, too, can excel in your career and make your life extraodinary. As Mark Sanborn makes clear, each of us has the potential be a Fred. The Fred Factor shows you how.
112 pages, Hardcover
First published January 1, 2002
407 people are currently reading
7576 people want to read
About the author
Mark Sanborn
73 books107 followersMark Sanborn is an international known author, motivational speaker, and the president of Sanborn & Associates, Inc., an idea studio for leadership development. He gives nearly one hundred presentations each year on leadership, team building, customer service, and mastering change. Mark and his family live near Denver, Colorado.
Ratings & Reviews
Friends & Following
Create a free account to discover what your friends think of this book!
Community Reviews
Displaying 1 - 30 of 670 reviews
August 23, 2022
I really like the idea of being inspired to do the best work possible. Sanborn tells stories about people who go above and beyond. Well, that's fine and good but the following examples are problematic to me.
-Sanborn was staying in a hotel and he spilled coffee on his only pair of pants (that he had to wear the following day). He asked the hotel if they could wash them, if there was some kind of service. Well, there wasn't. But the lady took the pants home and washed them and brought them back the following day. Well, not everyone can do that. I for one would have to go to the laundromat. Also, that is not in her job description. She is not being paid for that. She can't do that for everyone. If she did, she would spend her whole day doing people's laundry.
-Another story was a woman who went to the movie theater and forgot her wallet. She was let in for free and given free popcorn and a soda. Again, not everyone can do this. The theater attendant could lose his or her job if caught doing this. Not only that, it's not the theater's responsibility to make sure you remember you wallet.
I am all for being a Fred. But many of the stories aren't about being a Fred. Fred was a mail carrier and he was a great mail carrier. But he didn't go around giving stuff out for free or doing people's laundry. He didn't trim your shrubs while you were gone on vacation or do anything extra like that. He was kind. He was friendly. He delivered the mail and checked on his "customers." That is what I am for.
-Sanborn was staying in a hotel and he spilled coffee on his only pair of pants (that he had to wear the following day). He asked the hotel if they could wash them, if there was some kind of service. Well, there wasn't. But the lady took the pants home and washed them and brought them back the following day. Well, not everyone can do that. I for one would have to go to the laundromat. Also, that is not in her job description. She is not being paid for that. She can't do that for everyone. If she did, she would spend her whole day doing people's laundry.
-Another story was a woman who went to the movie theater and forgot her wallet. She was let in for free and given free popcorn and a soda. Again, not everyone can do this. The theater attendant could lose his or her job if caught doing this. Not only that, it's not the theater's responsibility to make sure you remember you wallet.
I am all for being a Fred. But many of the stories aren't about being a Fred. Fred was a mail carrier and he was a great mail carrier. But he didn't go around giving stuff out for free or doing people's laundry. He didn't trim your shrubs while you were gone on vacation or do anything extra like that. He was kind. He was friendly. He delivered the mail and checked on his "customers." That is what I am for.
July 17, 2013
Picked this up because a prospective client cited it as an example of really good design, supporting readability--he wanted the same features in his book. I don't really see anything unusual in the design, though. It's pretty standard.
Meanwhile, since the book was sitting around on my table, I started flipping through it. I was surprised at my violent reaction to it. I really hate this book.
It's not that I'm not committed to excellence and going the extra mile for my clients. I do that all the time. I guess what bothers me about this book is the idea that this guy, and the employers of all the Fred-like examples throughout the book, feel like they have the right to demand the extra mile out of all of us, any time they want.
On one hand, I agree with almost everything the author said. I get no satisfaction out of doing a B+ job. I always do the best work I possibly can, and if a client needs advice or recommendations or perspective or whatever, I provide these extras with no expectation of anything in return. I'll often end up doing work for free because I prefer that to doing a less-than-awesome job.
...BUT...
The minute a client starts feeling entitled to these extras, which are in effect gifts, they can go fuck themselves. Going the extra mile takes energy, and if I did everything for free, I'd go out of business. If you take advantage of me, I'll still be professional and do great work, but as for the extras, no soup for you. This is 1000x more true if some corporation demands that you do everything to the Nth degree, so that they can increase their profits while treating you like you're disposable.
Don't get me wrong, I think it's great if companies empower, encourage, and reward people to be awesome and add value for their customers. That's how it should be. But if companies demand it while shitting on those same employees who are providing it, that's completely wrong, as far as I'm concerned. This book seems completely one-sided and fails to take that into account.
The other thing that bothers me about this book is that the original Fred, and many of the other example people, seem kind of codependent and over the top. Fine, deliver the mail with a smile, meet the people on your route, occasionally put a package where it belongs if you see it on the wrong porch. But really, don't move my recycle bin or mess with my stuff. Leave it alone--it's none of your business. If I go out of town, I'll put a hold on my mail. There's no need for Fred to cook up a bunch of elaborate schemes for where to put it or whatever. It can just stay at the post office.
It seems like a lot of this help, which would be very much appreciated by some recipients, is way too much for people like me. I wouldn't want it. For example, so many small internet-based companies have heard that you'll really impress your clients and make them feel loved if you call them personally and chat with them after they buy your product. So now they all demand your phone number if you buy something, so they can call and butter you up. Sorry, but I've got shit to do! I don't want to talk to some dude at Chase about how I could better make use of the points my credit card accumulates when I make purchases. Just let me get back to my breakfast.
The thing about unwanted gifts is they're not really gifts. There should be some way to opt out of the extras if you just want to be left alone.
Another example: I used to use a pet sitting service that turned out to include worrying about my cat if I wasn't home yet. Every time I got back from a trip, I was supposed to call to let them know I had gotten home, so that they'd know I'd take over feeding the cat. That's great, but once or twice, I got home a few hours later than expected. They called me and were all over my case. Was I ok? When was I getting back? Did I want them to feed the cat now so she wouldn't be hungry? Was I sure she'd be ok for a few more hours?
I'm sure the providers thought this was a valuable extra, but I didn't want all the guilt and judgment that I was late or that my poor little kitty had to wait, and wouldn't she be hungry? (She normally eats at bedtime anyway!) I just wanted someone to feed my cat, and I eventually switched away from this company because I didn't like having them all over my shit after every trip.
Sometimes less really is more. I don't want to be called, I usually don't want to be walked to my destination if I'm lost, I don't like people moving my stuff around, and I don't want a substitute mom hassling me if I'm late. Don't "Fred" all over me without my consent, please.
Also, I find it interesting that everyone awesome in the book is called "a Fred"--it seems kind of dehumanizing to me. Here's this exemplary person, but your language has just rendered him interchangeable with all of the other "Freds" in the book, some of whom don't even get their own names.
I hate to judge a book from only skimming; maybe if I read all the words, I would find this a good book. I doubt it, though. I think this guy asks too much. Being supremely awesome all the time by choice is one thing; I think it's totally inappropriate of some guy to ask and expect it of you all the time without any intention of compensating you.
Good enough really is good enough. If you get more than that for free, realize nobody owed it to you and say thank you. If you want more than that, be prepared to compensate people. That's only fair.
Meanwhile, since the book was sitting around on my table, I started flipping through it. I was surprised at my violent reaction to it. I really hate this book.
It's not that I'm not committed to excellence and going the extra mile for my clients. I do that all the time. I guess what bothers me about this book is the idea that this guy, and the employers of all the Fred-like examples throughout the book, feel like they have the right to demand the extra mile out of all of us, any time they want.
On one hand, I agree with almost everything the author said. I get no satisfaction out of doing a B+ job. I always do the best work I possibly can, and if a client needs advice or recommendations or perspective or whatever, I provide these extras with no expectation of anything in return. I'll often end up doing work for free because I prefer that to doing a less-than-awesome job.
...BUT...
The minute a client starts feeling entitled to these extras, which are in effect gifts, they can go fuck themselves. Going the extra mile takes energy, and if I did everything for free, I'd go out of business. If you take advantage of me, I'll still be professional and do great work, but as for the extras, no soup for you. This is 1000x more true if some corporation demands that you do everything to the Nth degree, so that they can increase their profits while treating you like you're disposable.
Don't get me wrong, I think it's great if companies empower, encourage, and reward people to be awesome and add value for their customers. That's how it should be. But if companies demand it while shitting on those same employees who are providing it, that's completely wrong, as far as I'm concerned. This book seems completely one-sided and fails to take that into account.
The other thing that bothers me about this book is that the original Fred, and many of the other example people, seem kind of codependent and over the top. Fine, deliver the mail with a smile, meet the people on your route, occasionally put a package where it belongs if you see it on the wrong porch. But really, don't move my recycle bin or mess with my stuff. Leave it alone--it's none of your business. If I go out of town, I'll put a hold on my mail. There's no need for Fred to cook up a bunch of elaborate schemes for where to put it or whatever. It can just stay at the post office.
It seems like a lot of this help, which would be very much appreciated by some recipients, is way too much for people like me. I wouldn't want it. For example, so many small internet-based companies have heard that you'll really impress your clients and make them feel loved if you call them personally and chat with them after they buy your product. So now they all demand your phone number if you buy something, so they can call and butter you up. Sorry, but I've got shit to do! I don't want to talk to some dude at Chase about how I could better make use of the points my credit card accumulates when I make purchases. Just let me get back to my breakfast.
The thing about unwanted gifts is they're not really gifts. There should be some way to opt out of the extras if you just want to be left alone.
Another example: I used to use a pet sitting service that turned out to include worrying about my cat if I wasn't home yet. Every time I got back from a trip, I was supposed to call to let them know I had gotten home, so that they'd know I'd take over feeding the cat. That's great, but once or twice, I got home a few hours later than expected. They called me and were all over my case. Was I ok? When was I getting back? Did I want them to feed the cat now so she wouldn't be hungry? Was I sure she'd be ok for a few more hours?
I'm sure the providers thought this was a valuable extra, but I didn't want all the guilt and judgment that I was late or that my poor little kitty had to wait, and wouldn't she be hungry? (She normally eats at bedtime anyway!) I just wanted someone to feed my cat, and I eventually switched away from this company because I didn't like having them all over my shit after every trip.
Sometimes less really is more. I don't want to be called, I usually don't want to be walked to my destination if I'm lost, I don't like people moving my stuff around, and I don't want a substitute mom hassling me if I'm late. Don't "Fred" all over me without my consent, please.
Also, I find it interesting that everyone awesome in the book is called "a Fred"--it seems kind of dehumanizing to me. Here's this exemplary person, but your language has just rendered him interchangeable with all of the other "Freds" in the book, some of whom don't even get their own names.
I hate to judge a book from only skimming; maybe if I read all the words, I would find this a good book. I doubt it, though. I think this guy asks too much. Being supremely awesome all the time by choice is one thing; I think it's totally inappropriate of some guy to ask and expect it of you all the time without any intention of compensating you.
Good enough really is good enough. If you get more than that for free, realize nobody owed it to you and say thank you. If you want more than that, be prepared to compensate people. That's only fair.
June 27, 2012
Let me get something off my chest.
Mark Sanborn is a nice guy and I like him. So, irrespective whatever I do state about the book, I doubt my loyalty towards Mark would change.
So now, let us begin the evaluation of ‘Fred Factor’.
Fred Factor is apparently a true story of a knock-your-sock-off-service postman who left such an indelible mark (on Mark), that it became a book and a message to the masses.
The gist of the whole book is simply this – Go the super extra mile not for self-benefit but for putting heart, soul and passion into work
The book is small, short and simple – 112 pages with around 28,000 words. The message is easily understood and the story drives home its message.
There are 4 sections to the book:
1) How the Author met Fred.
2) How you can become a Fred.
3) How you can help other Freds grow in your organization by
4) The importance and the value of being a Fred
And in case you are wondering how to help other Freds grow in your organization, according to the author it would be:
- Find – How you can recognize a Fred
- Reward – How should Fred’s be rewarded
- Educate – How to help people improve their Fredness
- Demonstrate – Model the Correct Behavior
The "Fred factor" is summarized by four principles that will release fresh energy, enthusiasm, and creativity in your career and life:
- Make a Difference
- Build Relationships
- Create Value
- Reinvent yourself
And to support his story, Mark gives the examples of:
- the flight attendant who entertains passengers with humorous announcements
- the hotel employee who goes out to get a client a special breakfast.
- the barman who lends Sanborn $30.
- the young Colin Powell who demonstrated energy and perfectionism even as a young boy performing cleaning duties.
Parts I was not impressed with:
- This is a feel-good-goody-goody-two-shoes kind of a book. Though the message is simple and profound, I would not say it landed as ‘the book’
- There is nothing ‘revolutionary’ about the concept. It is a simple story. That’s about it.
- Critics have called this the “ Chicken soup for the world-weary worker”, some others a mix of Norman Vincent Peale’s Positive Thinking and Dale Carneige’s How to Win Friends and Influence People.
Overall Verdict:
I would not say this is a revolutionary book or something that would impress you with awe and wonder, rather this is another one of those books you would read once and I guess that’s about it. If you are looking for a light read during your flight or a book to kill time, well this is your answer. Otherwise, I guess this is just another nice book. That’s about it.
Overall Rating
4 out of 10
Loy Machedo
loymachedo.com
Mark Sanborn is a nice guy and I like him. So, irrespective whatever I do state about the book, I doubt my loyalty towards Mark would change.
So now, let us begin the evaluation of ‘Fred Factor’.
Fred Factor is apparently a true story of a knock-your-sock-off-service postman who left such an indelible mark (on Mark), that it became a book and a message to the masses.
The gist of the whole book is simply this – Go the super extra mile not for self-benefit but for putting heart, soul and passion into work
The book is small, short and simple – 112 pages with around 28,000 words. The message is easily understood and the story drives home its message.
There are 4 sections to the book:
1) How the Author met Fred.
2) How you can become a Fred.
3) How you can help other Freds grow in your organization by
4) The importance and the value of being a Fred
And in case you are wondering how to help other Freds grow in your organization, according to the author it would be:
- Find – How you can recognize a Fred
- Reward – How should Fred’s be rewarded
- Educate – How to help people improve their Fredness
- Demonstrate – Model the Correct Behavior
The "Fred factor" is summarized by four principles that will release fresh energy, enthusiasm, and creativity in your career and life:
- Make a Difference
- Build Relationships
- Create Value
- Reinvent yourself
And to support his story, Mark gives the examples of:
- the flight attendant who entertains passengers with humorous announcements
- the hotel employee who goes out to get a client a special breakfast.
- the barman who lends Sanborn $30.
- the young Colin Powell who demonstrated energy and perfectionism even as a young boy performing cleaning duties.
Parts I was not impressed with:
- This is a feel-good-goody-goody-two-shoes kind of a book. Though the message is simple and profound, I would not say it landed as ‘the book’
- There is nothing ‘revolutionary’ about the concept. It is a simple story. That’s about it.
- Critics have called this the “ Chicken soup for the world-weary worker”, some others a mix of Norman Vincent Peale’s Positive Thinking and Dale Carneige’s How to Win Friends and Influence People.
Overall Verdict:
I would not say this is a revolutionary book or something that would impress you with awe and wonder, rather this is another one of those books you would read once and I guess that’s about it. If you are looking for a light read during your flight or a book to kill time, well this is your answer. Otherwise, I guess this is just another nice book. That’s about it.
Overall Rating
4 out of 10
Loy Machedo
loymachedo.com
May 29, 2019
Clearly written by someone who has no real world experience working in customer service.
June 1, 2019
Long review; reading for a staff assignment, so I’m fleshing out my thoughts some more.
This is an entry-level book. Its useful elements could have been condensed into a pamphlet or essay. Sanborn offers some good advice (ex: always be reinventing yourself, make sure you follow through on your actions, listen with empathy), but this advice comes in simple statements and is never considered more deeply. I think it's missing some crucial next steps to putting these tenants into practice. Because the next step is…burnout.
Sanborn doesn't appear to have worked in a situation where a.) it might be against policy for an employee to do the sorts of things as the people he touts in his examples or b.) people will take advantage of you bending the rules for them over and over and over again or c.) If you let someone off the hook for something, that person will come back and bully your coworker who won’t let them do it. It came off as idealistic and naive to me, and not very practical. A lot of the advice boils down to “be nice to other people” or “treat your customers as your friends.” Not a bad attitude to have, but conditions are often more complicated than Sanborn suggests.
My organization is already full of "Freds." What we might need more is advice on how Freds can take care of themselves in work environments where they already give all they have, at which point their customers and people like Sanborn say that if they're unhappy, they should just choose to like their job more (p.30).
Suggestions to read after finishing The Fred Factor (that I haven't read): The Happiness Hypothesis: Finding Modern Truth in Ancient Wisdom by Jonathan Haidt and Ivor Southwood’s Non-Stop Inertia.
This is an entry-level book. Its useful elements could have been condensed into a pamphlet or essay. Sanborn offers some good advice (ex: always be reinventing yourself, make sure you follow through on your actions, listen with empathy), but this advice comes in simple statements and is never considered more deeply. I think it's missing some crucial next steps to putting these tenants into practice. Because the next step is…burnout.
Sanborn doesn't appear to have worked in a situation where a.) it might be against policy for an employee to do the sorts of things as the people he touts in his examples or b.) people will take advantage of you bending the rules for them over and over and over again or c.) If you let someone off the hook for something, that person will come back and bully your coworker who won’t let them do it. It came off as idealistic and naive to me, and not very practical. A lot of the advice boils down to “be nice to other people” or “treat your customers as your friends.” Not a bad attitude to have, but conditions are often more complicated than Sanborn suggests.
My organization is already full of "Freds." What we might need more is advice on how Freds can take care of themselves in work environments where they already give all they have, at which point their customers and people like Sanborn say that if they're unhappy, they should just choose to like their job more (p.30).
Suggestions to read after finishing The Fred Factor (that I haven't read): The Happiness Hypothesis: Finding Modern Truth in Ancient Wisdom by Jonathan Haidt and Ivor Southwood’s Non-Stop Inertia.
Read
March 21, 2022ETA: Holy shit, boundaries. Fred gives off major Jim Carrey Cable Guy vibes. I do not want to go to Medieval Times with him or anyone else I encounter tangentially through the day.
Also, does Fred have a partner? Kids? I'm imagining the dinnertime conversation that starts with, "Honey, I haven't done a circuit of the mail route since my shift was over. Brb." If Fred has a partner, I guarantee they're thinking about divorce.
--------------------------------------------------
I... can't. This might ve one of the most tone deaf things I've ever read.
Try to take pride in your work - yes. Try to do your best - yes. If you're in management, set a good example - yes. But this book is the very definition of toxic positivity. The author is white, male, and financially wealthy. He has no concept of what it means to do the work of a "Fred." It's well and good to tell the average worker to work like Beethoven or Michaelangelo, but he doesn't seem to understand that the average worker isn't going to be compensated or respected like Beethoven or Michaelangelo. I'm not saying that money alone should motivate our quality of work. But goddamn, I have a real hard time demanding/expecting exceptional work from anyone working a job where the majority of customer interactions are abusive and the pay isn't enough to live on no matter how careful you are with expenses. It's really hard to be enthusiastic about your work when the result is abuse and having to choose between rent and groceries.
Service employees of any kind across the board deserve better treatment, better pay, the right to say no to abusive customers, the benefit of our time being our own off the clock, and permission to have bad days or even average days.
Being a Fred sounds like pure, unadulterated hell. We are humans. We should be treated as humans - not as mere implements with no other purpose than servitude. Which brings me to my own professional mantra: Service, not servitude. Freds are cogs. We are humans and should be treated and behave as such.
Also, does Fred have a partner? Kids? I'm imagining the dinnertime conversation that starts with, "Honey, I haven't done a circuit of the mail route since my shift was over. Brb." If Fred has a partner, I guarantee they're thinking about divorce.
--------------------------------------------------
I... can't. This might ve one of the most tone deaf things I've ever read.
Try to take pride in your work - yes. Try to do your best - yes. If you're in management, set a good example - yes. But this book is the very definition of toxic positivity. The author is white, male, and financially wealthy. He has no concept of what it means to do the work of a "Fred." It's well and good to tell the average worker to work like Beethoven or Michaelangelo, but he doesn't seem to understand that the average worker isn't going to be compensated or respected like Beethoven or Michaelangelo. I'm not saying that money alone should motivate our quality of work. But goddamn, I have a real hard time demanding/expecting exceptional work from anyone working a job where the majority of customer interactions are abusive and the pay isn't enough to live on no matter how careful you are with expenses. It's really hard to be enthusiastic about your work when the result is abuse and having to choose between rent and groceries.
Service employees of any kind across the board deserve better treatment, better pay, the right to say no to abusive customers, the benefit of our time being our own off the clock, and permission to have bad days or even average days.
Being a Fred sounds like pure, unadulterated hell. We are humans. We should be treated as humans - not as mere implements with no other purpose than servitude. Which brings me to my own professional mantra: Service, not servitude. Freds are cogs. We are humans and should be treated and behave as such.
January 10, 2023
“My comments did not change the world…or did they?” is a sentence I will never in 1000 years have the confidence or audacity to say. But they are said here, coming from the mouth of a 50 year old white motivational speaker man.
Regardless, gotta check the vibes, because there are some good bite sized bits of advice and inspo for an Operations Manager trying to make her way in the world and have work be more engaging and fulfilling.
Regardless, gotta check the vibes, because there are some good bite sized bits of advice and inspo for an Operations Manager trying to make her way in the world and have work be more engaging and fulfilling.
December 12, 2019
Maybe I'm jaded or something, but this book was just one big eye roll for me.
It's like the bland Hallmark card of self-help/business books. Everything was nice, but vague.
My main issue is that, while I'm sure the author is a very nice guy, this book has a lot of condescension and is out-of-touch. It's clear the author has a lot of money, and that his friends have a lot of money. The two ways this keeps popping up:
• Constant messaging of "If EVEN our MAILMAN can do this, IMAGINE what WE could do!"
• The author doing good deeds for people is often described as "this person was AMAZED and SHOCKED at the good deed I kindly did for them, they'd probably never experienced anything like it before"
I also have a problem with his concept of constantly overextending yourself to help others. As someone who consistently overcommits herself, it's been a long road to realizing that I'm allowed to do what's best for me and be a little selfish in order to take care of myself.
Along this same thread, there's a fine line between doing a good deed that's not in your job description to help someone out -- and being taken advantage of. The example in the book is a hotel worker who took the author's stained clothes home to wash before he left the next morning. While that was a kind deed, she can't do that for everyone. At some point, you need to be compensated fairly for the work you do. Yeah, of course it would be nice if everyone could "do the extraordinary" for every task, but that's just not realistic to sustain long term.
Basically, the whole "a smile can change the world" thing is nice and all, but I'd like to see some data or evidence of these concepts and how they can be sustainably introduced in a workplace.
It's like the bland Hallmark card of self-help/business books. Everything was nice, but vague.
My main issue is that, while I'm sure the author is a very nice guy, this book has a lot of condescension and is out-of-touch. It's clear the author has a lot of money, and that his friends have a lot of money. The two ways this keeps popping up:
• Constant messaging of "If EVEN our MAILMAN can do this, IMAGINE what WE could do!"
• The author doing good deeds for people is often described as "this person was AMAZED and SHOCKED at the good deed I kindly did for them, they'd probably never experienced anything like it before"
I also have a problem with his concept of constantly overextending yourself to help others. As someone who consistently overcommits herself, it's been a long road to realizing that I'm allowed to do what's best for me and be a little selfish in order to take care of myself.
Along this same thread, there's a fine line between doing a good deed that's not in your job description to help someone out -- and being taken advantage of. The example in the book is a hotel worker who took the author's stained clothes home to wash before he left the next morning. While that was a kind deed, she can't do that for everyone. At some point, you need to be compensated fairly for the work you do. Yeah, of course it would be nice if everyone could "do the extraordinary" for every task, but that's just not realistic to sustain long term.
Basically, the whole "a smile can change the world" thing is nice and all, but I'd like to see some data or evidence of these concepts and how they can be sustainably introduced in a workplace.
August 7, 2020
When I first starting reading this I thought it was a bit cheesy. Many quotes, advice and cliches I had heard before. Then I got to chapter 8. I loved it. I work at a Bakery and I started thinking about what my specific gifts and talents are. What do I bring to the Bakery? I thought about ways I could improve. It has made me happier as I try to got the extra mile in simple everyday tasks.
I liked thinking about the "Fred's" in my life, the lady that works at Walgreens and is so kind, the young teenager that just talked as I went through the drive through at the Bagel Den. Appreciating those I work with at the Bakery and the tremendous load they carry as Shop Owners in a small town.
Their example has been priceless to me. They truly LOVE making food for people. It has been special to see their commitment and love to serving and comforting others. They ALWAYS make sure I am well fed. If I ever say I'm hungry I have about 5 people asking me what they can make for me.
SO in the end I shared this book with my family and will encourage them to be the Fred's! At home, at work, at church, in the neighborhood, etc. I am so very grateful for the Fred's of this world and will now continue to seek them out and recognize their efforts.
Great read!!
I liked thinking about the "Fred's" in my life, the lady that works at Walgreens and is so kind, the young teenager that just talked as I went through the drive through at the Bagel Den. Appreciating those I work with at the Bakery and the tremendous load they carry as Shop Owners in a small town.
Their example has been priceless to me. They truly LOVE making food for people. It has been special to see their commitment and love to serving and comforting others. They ALWAYS make sure I am well fed. If I ever say I'm hungry I have about 5 people asking me what they can make for me.
SO in the end I shared this book with my family and will encourage them to be the Fred's! At home, at work, at church, in the neighborhood, etc. I am so very grateful for the Fred's of this world and will now continue to seek them out and recognize their efforts.
Great read!!
January 25, 2018
As I wade into my collection of business books, this one came to the forefront because of its good sense and main topic of customer service. Or, as I like to call it, "customer success". The idea of providing the customer with service that will keep them loyal is now a bygone product, but one which will help an organization survive the ups-and-downs of economic changes.
Basically it's an easy-to-read book about 'Fred', a postal worker who went the extra mile for his customers, whom he really viewed as family. His extraordinary service is outlined for workplace and self-help purposes. For example, there is the One-A-Day Plan, whereby one should try to do one exceptional act per day.
Think about it. All it takes is
- one thoughtful remark to a loved one each day to enrich a relationship;
- one unexpected act of service a day to turn the life of another in a positive direction.
I think the main theme in this book is to understand that without the customer, we don't have jobs. This is the hardest concept I've ever had to teach employees. As companies focus more on the employee and less on the customer, it's an ongoing battle. From retail service employees spending more time checking their Facebook updates on their phones to over-privileged office workers arguing with customers on the phone, there has been a decided downshift in customers feeling as though they matter.
Author Mark Sanborn points out the benefits of relationships, which can keep a business afloat during rough times. One real-life example I can use is when a local eatery went out of business. Their excuse was that a new takeaway food station had stolen their customers. No, we all went to the newer place because they made time for us, learned our names, didn't make snarky comments, and didn't complain about life.
Because of the main topic, the suggestions, and the brevity of pages, this is a good book for any workplace. Now I am going to tell someone their ugly dog is cute, which will be my thoughtful remark for today.
Book Season = Year Round (work some magic)
Basically it's an easy-to-read book about 'Fred', a postal worker who went the extra mile for his customers, whom he really viewed as family. His extraordinary service is outlined for workplace and self-help purposes. For example, there is the One-A-Day Plan, whereby one should try to do one exceptional act per day.
Think about it. All it takes is
- one thoughtful remark to a loved one each day to enrich a relationship;
- one unexpected act of service a day to turn the life of another in a positive direction.
I think the main theme in this book is to understand that without the customer, we don't have jobs. This is the hardest concept I've ever had to teach employees. As companies focus more on the employee and less on the customer, it's an ongoing battle. From retail service employees spending more time checking their Facebook updates on their phones to over-privileged office workers arguing with customers on the phone, there has been a decided downshift in customers feeling as though they matter.
Author Mark Sanborn points out the benefits of relationships, which can keep a business afloat during rough times. One real-life example I can use is when a local eatery went out of business. Their excuse was that a new takeaway food station had stolen their customers. No, we all went to the newer place because they made time for us, learned our names, didn't make snarky comments, and didn't complain about life.
Because of the main topic, the suggestions, and the brevity of pages, this is a good book for any workplace. Now I am going to tell someone their ugly dog is cute, which will be my thoughtful remark for today.
Book Season = Year Round (work some magic)
May 11, 2019
I can't disagree with his idea of finding Flow at work but this overall feels like something from another planet. Being a super nice taxi driver for example is not going to help you when Uber has replaced that industry with gig drivers and then with robots.
May 16, 2016
This simple book really made me think. And it makes me want to be a better Fred!
August 3, 2025
Feels like this message is better suited as a TED Talk than a 100+ page book. Sanborn's overall message is inspirational, and I agree with his beliefs on treating all people with kindness and his point promoting relationships with others. All well and good.
I do, however, take issue with the way that Sanborn presents these ideas. They are only ever presented and supported with anecdotal evidence, with Sanborn telling how his (or another's) interactions with an employee made him (or them) feel. As a result, much of the book feels like Sanborn saying "It feels nice to be treated kindly and with trust." Yes, it does, obviously.
But some of his examples are downright ridiculous to me. One that sticks out particularly is his friend's interaction at a movie theater: the friend forgets their wallet, but the attendant lets them in anyway and gives them free popcorn and drink. Do I think this is wrong of the attendant? No -- but these are actions that will, in most cases, lead to the attendant being disciplined and risk them getting fired. It feels irresponsible to promote/expect this behavior from employees without acknowledging that many companies would not look highly on this attendant's actions.
Again, I'm not anti-optimism. I like to try to be optimistic and spread positivity. I am, however, also pro-realism. I believe that these two ideologies don't have to be in conflict; we can make good while acknowledging the constraints of our lives. I think it's important to balance these things, and I feel like the biggest thing that weighs this book down is Sanborn's optimism that refuses to recognize the sometimes harsh elements of reality that make optimism so difficult.
I do, however, take issue with the way that Sanborn presents these ideas. They are only ever presented and supported with anecdotal evidence, with Sanborn telling how his (or another's) interactions with an employee made him (or them) feel. As a result, much of the book feels like Sanborn saying "It feels nice to be treated kindly and with trust." Yes, it does, obviously.
But some of his examples are downright ridiculous to me. One that sticks out particularly is his friend's interaction at a movie theater: the friend forgets their wallet, but the attendant lets them in anyway and gives them free popcorn and drink. Do I think this is wrong of the attendant? No -- but these are actions that will, in most cases, lead to the attendant being disciplined and risk them getting fired. It feels irresponsible to promote/expect this behavior from employees without acknowledging that many companies would not look highly on this attendant's actions.
Again, I'm not anti-optimism. I like to try to be optimistic and spread positivity. I am, however, also pro-realism. I believe that these two ideologies don't have to be in conflict; we can make good while acknowledging the constraints of our lives. I think it's important to balance these things, and I feel like the biggest thing that weighs this book down is Sanborn's optimism that refuses to recognize the sometimes harsh elements of reality that make optimism so difficult.
January 8, 2024
I enjoyed this book and found it a helpful reminder to always lean in with a heart and mind of service to others; because it is the right thing to do, and spreads the good vibes.
November 22, 2011
This is a very short book whose premise is simple; be considerate and be willing to offer a helping hand without expecting anything more than feeling good about the fact that you want to be helpful.
Rather than telling you what this book is, I can tell you what it is not: this book isn't an epic tale; it isn't Faulkner or Hemingway; it isn't the recipe for curing all the world's ills; it certainly isn't a prescription on how to become a hero.
It is simply a collection of stories about admirable behaviors by garden-variety, every-day ordinary people who do simple yet extraordinary things.
Arguably, some of Mark Sanborn's stories are schmaltzy at times, and perhaps that is why some critics are prone to be dismissive of his message. I think it is a matter of how we view the world. Consequently, offering help without expectation of a tangible pay-off and how a person feels about being of service is simply reflective on a person's mindset. Optimists see it different from pessimists, and altruists see it different from their opposites. Despite whatever myriad antipodal interpretations of the world that could possibly exist, our perspectives help to define us as people. To be certain, there is an inherent reward to be had by each. It has to do with whether we are motivated intrinsically or extrinsically.
For people inclined to do something for others without any external rewards; this is book you will enjoy. For those of you who are expecting recognition payment or some other kind of remuneration; pass this one by.
Sanborn's story-telling carries in it a folksy, home-spun tone and it accomplishes its goal by pointing out that whether we decide to do something for someone has to do with who we are and where our philosophy about what is in it for us.
I have seen reviews of Fred Factor that, when they run in the negative, they do so because they consider that being a Fred-type person is little more than a set-up to be used and exploited. I do not share that conclusion; there is nothing wrong with being helpful or kind. This book really seems to be speaking to the notion that when people are motivated by intrinsic factors, they tend to be happier. This book is a touchstone and serves as a reminder for me that it costs nothing to be kind. Because of that, I am glad I read it.
On this anniversary of President' Kennedy's assassination, I am reminded of his January 20, 1961 inaugural address to the nation when he spoke the famous phrase, "...ask not what your country can do for you. Ask what you can do for your country..." and it strikes me how being of service was once considered as something to be admired. Even more compelling is how it seems to have gone out of vogue. How apropos to have finished reading this book and its underlying message today.
Rather than telling you what this book is, I can tell you what it is not: this book isn't an epic tale; it isn't Faulkner or Hemingway; it isn't the recipe for curing all the world's ills; it certainly isn't a prescription on how to become a hero.
It is simply a collection of stories about admirable behaviors by garden-variety, every-day ordinary people who do simple yet extraordinary things.
Arguably, some of Mark Sanborn's stories are schmaltzy at times, and perhaps that is why some critics are prone to be dismissive of his message. I think it is a matter of how we view the world. Consequently, offering help without expectation of a tangible pay-off and how a person feels about being of service is simply reflective on a person's mindset. Optimists see it different from pessimists, and altruists see it different from their opposites. Despite whatever myriad antipodal interpretations of the world that could possibly exist, our perspectives help to define us as people. To be certain, there is an inherent reward to be had by each. It has to do with whether we are motivated intrinsically or extrinsically.
For people inclined to do something for others without any external rewards; this is book you will enjoy. For those of you who are expecting recognition payment or some other kind of remuneration; pass this one by.
Sanborn's story-telling carries in it a folksy, home-spun tone and it accomplishes its goal by pointing out that whether we decide to do something for someone has to do with who we are and where our philosophy about what is in it for us.
I have seen reviews of Fred Factor that, when they run in the negative, they do so because they consider that being a Fred-type person is little more than a set-up to be used and exploited. I do not share that conclusion; there is nothing wrong with being helpful or kind. This book really seems to be speaking to the notion that when people are motivated by intrinsic factors, they tend to be happier. This book is a touchstone and serves as a reminder for me that it costs nothing to be kind. Because of that, I am glad I read it.
On this anniversary of President' Kennedy's assassination, I am reminded of his January 20, 1961 inaugural address to the nation when he spoke the famous phrase, "...ask not what your country can do for you. Ask what you can do for your country..." and it strikes me how being of service was once considered as something to be admired. Even more compelling is how it seems to have gone out of vogue. How apropos to have finished reading this book and its underlying message today.
October 23, 2023
This is a reread. I first read this book over a decade ago when I was in high school and, while I enjoyed it, I didn't feel that I could fully relate to or appreciate it given my lack of experience in the work world. So I vowed to return to it once I had a job. That being said, this book has applications outside of just work life.
The book by all means comes from a good place and has good intentions, but we all know what they say about good intentions and where roads paved with them lead. So while there are some valuable takeaways from this book, I think other books could do (and have done it) much better, without the following issues:
1. This book has a lot of microaggressions towards USPS mail deliverers (if that sounds ridiculous just trust me). The author is intending to communicate that there is no unimportant/lesser job, but repeatedly makes statements like "if Fred (who is a postman) can make his job fun and fulfilling, imagine what we can do!" Just a tad rude imo.
2. The book doesn't lend much room for people to have a bad day and teeters on the edge of encouraging and rewarding poor work/life balance. There is a message that operating at 115% 25/7 makes you a Fred, but not everyone has the capacity for that for a multitude of reasons.
3. The author seemingly puts a lot of words into Fred's mouth until the very end. It's more so a book about the author's perception of Fred than it is a book about Fred. Which is fine...if you tell your audience that (he doesn't).
4. Lastly, the author (from what I've gathered) is your typical upper class white business man. And it shows. His privilege is bluntly obvious throughout a lot of the book with little regard for how other's lifestyles may influence what the process of being a "Fred" looks like.
To anyone who's made it this far down: thank you for reading the entirety of this excessive review about a (less than) mediocre book. Just to be clear I didn't hate the book and I don't hate the author, I just think it's outdated and other books would communicate the messages the author is intending to communicate much more effectively.
TL;DR I don't think the book aged well. Pick a different book.
The book by all means comes from a good place and has good intentions, but we all know what they say about good intentions and where roads paved with them lead. So while there are some valuable takeaways from this book, I think other books could do (and have done it) much better, without the following issues:
1. This book has a lot of microaggressions towards USPS mail deliverers (if that sounds ridiculous just trust me). The author is intending to communicate that there is no unimportant/lesser job, but repeatedly makes statements like "if Fred (who is a postman) can make his job fun and fulfilling, imagine what we can do!" Just a tad rude imo.
2. The book doesn't lend much room for people to have a bad day and teeters on the edge of encouraging and rewarding poor work/life balance. There is a message that operating at 115% 25/7 makes you a Fred, but not everyone has the capacity for that for a multitude of reasons.
3. The author seemingly puts a lot of words into Fred's mouth until the very end. It's more so a book about the author's perception of Fred than it is a book about Fred. Which is fine...if you tell your audience that (he doesn't).
4. Lastly, the author (from what I've gathered) is your typical upper class white business man. And it shows. His privilege is bluntly obvious throughout a lot of the book with little regard for how other's lifestyles may influence what the process of being a "Fred" looks like.
To anyone who's made it this far down: thank you for reading the entirety of this excessive review about a (less than) mediocre book. Just to be clear I didn't hate the book and I don't hate the author, I just think it's outdated and other books would communicate the messages the author is intending to communicate much more effectively.
TL;DR I don't think the book aged well. Pick a different book.
December 29, 2014
Fred - an optimistic, who gives value to his customers, who makes ordinary things in an extraordinary manner. 'The Fred factor' teaches the essence of making healthy relationships with people which leads to success, creating value for an each individual we meet everyday, reinventing and improvising the self everyday. Its always important to have Fred kind of persons everywhere, (organisation, family etc.,) who do good and feel good. F- Find, R- Reward, E- Educate and D- Demonstrate, good principles to make the environment around ourselves better.
January 13, 2025
Hands down the worst book I’ve ever read. I could not finish it. My boss at my last job gave it to our team and I’ve never hated corporate propaganda more. I will never do someone else’s job for free.
July 22, 2018
Short and sweet. A good book to group read with your team. Can easily finish in one to two days.
October 1, 2021
Господи есусе, какая ссанина. Токсичный олдскульный буллщит о том, что нужно регулярно прыгать выше головы, ублажать своего босса with something extraordinary и таким образом каждый день МЕНЯТЬ ЖИЗНИ ЛЮДЕЙ. На вознаграждение рассчитывать не надо — достаточно просто осознавать, что ты очень хороший работник (от слова раб). Страшно нравится как это мудацкое «не бывает незначительных работ, бывает лишь плохое отношение к своей работе» очень смешно контрастирует литералли с любым тезисом из «Бредовой работы» Дэвида Грэбера. Вангую, что существуют конторы, в которых руководители кастомер саппорта раздают своим сотрудникам сей контент на принудительное чтение. Ставлю два евро, что какие-нибудь b2b-ребята, начитавшиеся этой чуши, умудрились потребовать от своих партнеров особых условий и этим слегка испортили отношения.
Кароч, я сначала на семинар к Тони Роббинсу, а потом сразу домой перечитывать эту книгу. Начинаю менять ваши жизни уже завтра.
Кароч, я сначала на семинар к Тони Роббинсу, а потом сразу домой перечитывать эту книгу. Начинаю менять ваши жизни уже завтра.
July 1, 2025
Le agradezco a Denis por el regalo.☺️ El libro estaba muy bueno.👏
August 24, 2022
That was a nice and quick read, the idea of the book is honorable and I agree with everything the author wrote, but it was a bit simplistic and shallow. Would recommend it, though!
August 3, 2016
We should all aspire to be the best we can be every day, per the simplified message of this book, but I am of the opinion that a reader who does not already have that goal in mind prior to reading the book, who does not already possess that attitude or commitment to bettering his or herself, will not finish the book any more or less inspired than they were before starting it.
April 20, 2024
Lovely idea from a privileged standpoint
This is a great starting point if you are every selfish and need to learn how to consider other people in your every day practices. This book talks about jobs as if the every day employee has autonomy and choices. It is a very white collar way of saying that the expectations are there for everyone to go above and beyond with little reward. I believe that this way if thinking is what has lead the general American public and\or the blue collar workers into a state of burnout that has left the white collar society saying that nobody wants to work anymore. It's not that, its that we are getting creative at ways to make money and refusing to be abused by a society of employers who believe that they should be getting top rate work from everyone. Yet, they don't pay a living wage to these people. Also, you can't expect to always be on top. There is only so much room at the top. There is far better and more useful information out there with realistic expectations instead of this toxic positivity garbage. Neurodivergant community beware!! This book will insight rage!
This is a great starting point if you are every selfish and need to learn how to consider other people in your every day practices. This book talks about jobs as if the every day employee has autonomy and choices. It is a very white collar way of saying that the expectations are there for everyone to go above and beyond with little reward. I believe that this way if thinking is what has lead the general American public and\or the blue collar workers into a state of burnout that has left the white collar society saying that nobody wants to work anymore. It's not that, its that we are getting creative at ways to make money and refusing to be abused by a society of employers who believe that they should be getting top rate work from everyone. Yet, they don't pay a living wage to these people. Also, you can't expect to always be on top. There is only so much room at the top. There is far better and more useful information out there with realistic expectations instead of this toxic positivity garbage. Neurodivergant community beware!! This book will insight rage!
July 31, 2011
This book was recommended to me by someone I truly respect in the business world. The context was, "you are a FRED, you should read The Fred Factor." So, I grabbed a copy from my library and that same way that energy creates energy, I was super excited about the content of this book. It is not one of the fiction-story-cheesy books. Some really good tips and my favorite is the ending, but, WE WILL GET TO THAT! But first, quotes! The book has great quotes from other sources. *"All men matter. You matter. I matter. It's the hardest thing in theology to believe." -G.K. Chesterton ** "You add value to people when you value them." -John C. Maxwell *** "Be kind. Everyone you meet is fighting a battle." -Philo Judaeus **** "We are what we repeatedly do. Excellence, then, is not an act, but a habit." - Aristotle *****Fred is a real guy! The rules he lives by...1. Do good and you'll feel good! 2. The best never rest! 3. Treat customers and others as friends! 4. The impact you have on others is the reward! 5. Live the golden rule! 6. Fear nothing but to waste the moment!
June 26, 2018
As a Fred, I'm supposed to commit selfless acts to help other people. My selfless act is to suggest that you find other books to read to motivate yourself.
May 18, 2018
*Fred Principles*
1. Everyone makes a difference, no matter their role (and it’s their choice to do so)
2. Success is built on relationships, there is no such thing as a self-made man
3. You must constantly strive to create value for others, and it doesn’t have to cost a dime
4. You can reinvent yourself regularly (focusing on ‘one a day’ and incremental improvement)
If you see or anticipate a need for others – fill it! No need to wait or ask permission or wonder if others will do it. Do it! There is power in an individual that is committed to helping others.
*Steps*
1. Identify when you can make a difference (the truth – any time)
2. Identify who you will make a difference to (the truth – anyone, but might be good to focus on particular groups you are called to serve, like customers, family, boss, employees, etc. – this is somewhat tied to the ‘domains’ in the Living Forward life planning process.
3. Be the difference (the truth – just do it)
*Building relationships*
1. Be real.
2. Be interested (not just interesting).
3. Be a better listener.
4. Be empathetic.
5. Be honest. Say what you’ll do and do what you say.
6. Be helpful.
7. Be prompt.
*Crash course in adding value*
1. Tell the truth.
Don’t make up excuses, stories or point fingers of blame. The truth may be unwelcome, but in the end, it builds your credibility, reputation, and customer list.
2. Practice personality power.
Genuine enthusiasm trumps average service and quality. When a table server smiles and says, “We’re glad you came in today,” that is what your customer will remember even if the meal and price were average.
3. Attract through artistry.
Pay attention to appearances – not just personal appearance, but the appearance of the business location, the packaging, the goods, services – everything. Customers are attracted to attractive and interesting artistry.
4. Meet needs in advance.
There is power in anticipation. When a car rental company provides a map of the area, customers note it and remember it when they are in the market to rent a car. Likewise in your business. What is it that you can provide your customer – before they even realize they need it? Believe me they will remember that golden value add when they try a competitor.
5. Add “good stuff.” Add a joke, a comment or something to smile about along with your service or product. Everyone likes a little uplifting moment delivered with enthusiasm and consistently. Think of the mail order company that always includes a nice little handwritten note in the box of products. Customers talk about it with friends, and look forward to it – coming back more often and regularly…bringing others with them.
6. Subtract “bad stuff.”
What irritates customers? Waiting? Defects? Mistakes? Irritation and frustration? Misinformation? You know what I mean – because you have experienced and felt the same things. Take great proactive pains to reduce the incidence of customer irritants. Having a good experience with a company one time is one thing, getting a good experience EVERY time is golden – for you and for your customer.
7. Make it as easy as possible for people to get what they need from your business.
No one likes to deal with a long, protracted buy process and when working with you feels like a job, customers will be reluctant to repeat the buy. Simplify, simplify, simplify. Make it easy and smooth.
8. Keep getting better at what you do.
In 1869, H. J. Heinz coined a phrase that should be your goal: “To do the common thing uncommonly well.”
9. Surprise others.
You might think that doing all the above would surprise people, and you might be right. But add in random special efforts to target clients with a surprise. That WILL be a nice, golden surprise that makes the client feel special, honored and appreciated.
10. Entertain others.
Think about the Japanese restaurants where your dinner is cooked right at your table. Do you go there for the food or for the entertainment (Both if it’s a great dining spot)? What can you do that will entertain your clients? Turn an ordinary experience into a golden moment – and memory – for your customer.
Building Freds
F – Find (build it and they will come, look for ‘sleepers’, hire intentionally)
R – Reward (simple words can do it, show people their value and impact, celebrate love shown in all moments – recognize, acknowledge contributions, pay them back by paying it forward)
E – Educate (find examples, after action reviews, nurture through invitation not domination)
D – Demonstrate (live it- simple things done in love, involving others, taking advantage of opportunities, no matter how imperfect they might be, live like Christ!)
Fred’s Final Thoughts
• Do good and you’ll feel good. Pursuing good feelings as a means to an end doesn’t work.
• The best never rest: “I take care of people who don’t always know what I’ve done for them. But if nobody else knows, I do. So my personal commitment is to do the best I can. And you know what? It doesn’t take much extra time or effort to do what I do.”
• Treat customers and others as friends: “I don’t think of them as postal customers, but as friends who appreciate me for helping make their lives a little easier.”
• The impact you have on others is the reward
• Live the golden rule: lose the me, me, me.
• Fear nothing except to waste the moment: “Look to every day as a new day, and make each day better than the last. Even on my days off, I have goals, and I feel like I need to get a lot done. If I feel like I wasted the day, I don’t quite sleep quite as well at night.”
• Love is the commitment to treat a person with dignity and kindness regardless of how you feel about him or her.
1. Everyone makes a difference, no matter their role (and it’s their choice to do so)
2. Success is built on relationships, there is no such thing as a self-made man
3. You must constantly strive to create value for others, and it doesn’t have to cost a dime
4. You can reinvent yourself regularly (focusing on ‘one a day’ and incremental improvement)
If you see or anticipate a need for others – fill it! No need to wait or ask permission or wonder if others will do it. Do it! There is power in an individual that is committed to helping others.
*Steps*
1. Identify when you can make a difference (the truth – any time)
2. Identify who you will make a difference to (the truth – anyone, but might be good to focus on particular groups you are called to serve, like customers, family, boss, employees, etc. – this is somewhat tied to the ‘domains’ in the Living Forward life planning process.
3. Be the difference (the truth – just do it)
*Building relationships*
1. Be real.
2. Be interested (not just interesting).
3. Be a better listener.
4. Be empathetic.
5. Be honest. Say what you’ll do and do what you say.
6. Be helpful.
7. Be prompt.
*Crash course in adding value*
1. Tell the truth.
Don’t make up excuses, stories or point fingers of blame. The truth may be unwelcome, but in the end, it builds your credibility, reputation, and customer list.
2. Practice personality power.
Genuine enthusiasm trumps average service and quality. When a table server smiles and says, “We’re glad you came in today,” that is what your customer will remember even if the meal and price were average.
3. Attract through artistry.
Pay attention to appearances – not just personal appearance, but the appearance of the business location, the packaging, the goods, services – everything. Customers are attracted to attractive and interesting artistry.
4. Meet needs in advance.
There is power in anticipation. When a car rental company provides a map of the area, customers note it and remember it when they are in the market to rent a car. Likewise in your business. What is it that you can provide your customer – before they even realize they need it? Believe me they will remember that golden value add when they try a competitor.
5. Add “good stuff.” Add a joke, a comment or something to smile about along with your service or product. Everyone likes a little uplifting moment delivered with enthusiasm and consistently. Think of the mail order company that always includes a nice little handwritten note in the box of products. Customers talk about it with friends, and look forward to it – coming back more often and regularly…bringing others with them.
6. Subtract “bad stuff.”
What irritates customers? Waiting? Defects? Mistakes? Irritation and frustration? Misinformation? You know what I mean – because you have experienced and felt the same things. Take great proactive pains to reduce the incidence of customer irritants. Having a good experience with a company one time is one thing, getting a good experience EVERY time is golden – for you and for your customer.
7. Make it as easy as possible for people to get what they need from your business.
No one likes to deal with a long, protracted buy process and when working with you feels like a job, customers will be reluctant to repeat the buy. Simplify, simplify, simplify. Make it easy and smooth.
8. Keep getting better at what you do.
In 1869, H. J. Heinz coined a phrase that should be your goal: “To do the common thing uncommonly well.”
9. Surprise others.
You might think that doing all the above would surprise people, and you might be right. But add in random special efforts to target clients with a surprise. That WILL be a nice, golden surprise that makes the client feel special, honored and appreciated.
10. Entertain others.
Think about the Japanese restaurants where your dinner is cooked right at your table. Do you go there for the food or for the entertainment (Both if it’s a great dining spot)? What can you do that will entertain your clients? Turn an ordinary experience into a golden moment – and memory – for your customer.
Building Freds
F – Find (build it and they will come, look for ‘sleepers’, hire intentionally)
R – Reward (simple words can do it, show people their value and impact, celebrate love shown in all moments – recognize, acknowledge contributions, pay them back by paying it forward)
E – Educate (find examples, after action reviews, nurture through invitation not domination)
D – Demonstrate (live it- simple things done in love, involving others, taking advantage of opportunities, no matter how imperfect they might be, live like Christ!)
Fred’s Final Thoughts
• Do good and you’ll feel good. Pursuing good feelings as a means to an end doesn’t work.
• The best never rest: “I take care of people who don’t always know what I’ve done for them. But if nobody else knows, I do. So my personal commitment is to do the best I can. And you know what? It doesn’t take much extra time or effort to do what I do.”
• Treat customers and others as friends: “I don’t think of them as postal customers, but as friends who appreciate me for helping make their lives a little easier.”
• The impact you have on others is the reward
• Live the golden rule: lose the me, me, me.
• Fear nothing except to waste the moment: “Look to every day as a new day, and make each day better than the last. Even on my days off, I have goals, and I feel like I need to get a lot done. If I feel like I wasted the day, I don’t quite sleep quite as well at night.”
• Love is the commitment to treat a person with dignity and kindness regardless of how you feel about him or her.
December 28, 2025
3.5 ⭐️
I enjoyed this book. Like the book Theo, it encourages being a better person. It reminded me that being kind doesn’t cost a thing. It also brought to mind a favourite quote by Coco Chanel: “In order to be irreplaceable, one must always be different.”
I enjoyed this book. Like the book Theo, it encourages being a better person. It reminded me that being kind doesn’t cost a thing. It also brought to mind a favourite quote by Coco Chanel: “In order to be irreplaceable, one must always be different.”
April 18, 2020
Inspiring. Not sure exactly how to rate this book. It’s a feel good read about providing exceptional customer service. Lessons can also be applied to living your best life.
June 3, 2020
There's a lot of "well, duh!" moments in here...but a lot of things the average person doesn't do or think of. Be a Fred!
Displaying 1 - 30 of 670 reviews