Edition 474 – Upside Down Raspberry Cake

“Good morning, I’m Rob, how are you” was the ebullient welcome I received, at the front desk, when I rocked up to a client for my regular, monthly meeting.

Meeting Rob threw me a little. This was a business that, in recent times, when it decided to recruit someone at front of house, had employed women. Not because, I’d suggest, that they didn’t want a man at the front desk. Just that no men had ever, previously, applied. Come to think of it, in very few of the small and family businesses that I’ve worked with over the years, have many men held that important role.
 
What became apparent to me, over time, was how important a link, Rob was, to the business. He had a marvellous air about him – self deprecating, engaging, interested. He made an effort with everyone and, consequently, everyone made an effort with him.
 
It was only sometime after first meeting Rob that I found out what his past life had been. He’d owned and operated  video shops on the Northern Beaches of Sydney, back in the day, before the Blockbusters and the Video Ezys of the world, took over our lives. It’s amazing, isn’t it, that something that was such a powerful thing back then, has quickly evaporated into the past?
 
Rob’s personality, in the work that he undertook with his employer, our client, was such an important part of the business that, in some ways, it was the glue that held everyone together. My guess is, if I’d had the pleasure of meeting him back in his own entrepreneurial days, he’d have been exactly the same.
 
Throughout a lifetime, you walk into many businesses, and your first point of contact, is the person at the front desk. I’d suggest there’s about a 50:50 split between those that are happy to see you, and those that would be just as happy if you’d not turned up. Not many of them, are like Rob. Actually, thinking about it, I believe I’ve only ever met one Rob in my life.
 
Who are the people inside your business, that keep the tempo up, on a daily basis?
 
Who are the ones that take an interest in you – not to pry into your lives, but to indulge you just enough, in your own day, to show they care about people?
 
Who are the ones that are memorable, that make an impact on anyone that comes into their presence? And, when they know you’re coming in next, have baked their favourite treat, the Upside Down Raspberry Cake, just for you?

This Week’s Tip

“In a world so overtaken with technology and AI,
it’s the charisma of the individual, that still shines brightest.”