The Fred Factor

Book excerpt: NEW YORK TIMES BESTSELLER • The true story of an ordinary mail carrier whose approach to work and life has the power to transform the everyday into the extraordinary—now in an updated twentieth-anniversary edition “This beloved business classic has inspired millions of people over the years, and today Mark Sanborn’s transformative insights are more timely and necessary than ever.”—Jon Gordon, author of The Energy Bus and co-author of The Coffee Bean Meet Fred. In this timeless and powerful book, Mark Sanborn, member of the Speaker Hall of Fame, recounts the true story of Fred, an ordinary USPS carrier who introduced himself one day shortly after Sanborn had moved to a new home in Denver. Fred, however, was no average mailman. As Sanborn came to discover, Fred was the kind of worker who exemplifies everything “right” with customer service. Did people want packages left on the porch or prefer a notice to pick them up at the post office? Fred made sure he knew the answer. When another delivery service left a package at the wrong house, Fred shepherded it safely to the intended recipient. Others might have seen delivering mail as routine work, but Fred seized the chance to find meaning in the mundane, competing with himself every day to find opportunities to make his customers smile. We’ve all encountered people like Fred. In this deeply inspiring book, Sanborn illuminates the four basic principles anyone can use to bring fresh energy and creativity to our work and life: how to make a tangible difference every day, build stronger relationships, create real value for others without spending a penny, and constantly reinvent yourself. In this updated edition, Sanborn speaks to the seismic changes that have transformed the world of work in recent years—with employees increasingly hungry for purpose in their jobs—and outlines the book’s fresh applications. By following his principles, you, too, can find more excitement, fulfillment, and success in your career—and in your life.