► 3. Use T.I.P.S. to insure prompt service.
In most cultures, we’re taught to tip service people AFTER they have completed a certain task — IF their performance was satisfactory. But that’s exactly the opposite of how T.I.P.S. were originally used.
T.I.P.S. were given to someone in advance. The T.I.P.S. were intended to insure prompt service.
I think there’s a lesson to be learned from that custom. Instead of hoping or waiting for others to give you more cooperation and motivation, do some kind things in advance to make sure you get it.
And when you learn to do that with real sincerity and caring, the results are magical. Edward Reede told me how Ryan did it. He considered Ryan to be the world’s best shoe salesperson because he was always giving out T.I.P.S.
When you entered Ryan’s shop in Huntington, Pennsylvania, you always got a warm greeting. But before you could discuss shoes, Ryan had to check your feet.
And Ryan didn’t just measure your feet. He gave you a foot massage. He rubbed and pressed and cracked your feet. Of course, it was great, but he wasn’t just working out your tight muscles. By the time Ryan was done massaging your feet, he knew more about your feet than you ever did!
Then Ryan would ask such things as, “How is your mother, Bert? And your sister, Alice?”
Eventually you were ready to look at shoes, but then Ryan became the consultant. He might say, “With those contracted arches, you really need a special size, and a support under the instep.” Maybe that style you had your eye on wouldn’t work too well with your feet, but he had a comfortable pair in another style that wouldn’t cause your feet any trouble in the long run.
As Edward reported, “From the time I was old enough to walk into Ryan’s shop, I learned why my parents were willing to make the seventy-mile round trip just to buy shoes from Ryan. It wasn’t because Ryan’s shoes were better than the shoes you could buy in State College, but Ryan cared about you, and he cared enough to make sure you wore shoes that were good for your feet.”
But here’s the clincher. Ed said, “Ryan didn’t treat people well just because he was selling shoes. He truly loved people as much as he loved selling shoes and always went out of his way to do his best for people. Every time we left Ryan’s shoe store, we always felt special and happy all the way back over Tussy Mountain and every time we put on Ryan’s shoes!”
Ryan did more than his customers ever expected and as a result, he got more of their business and more of their loyalty than anyone else around. He got their willing cooperation!
Could the same thing be said about you? That you’re giving out more T.I.P.S. to your coworkers, your customers, and your family members than they expect?