I am frequently asked what I did to produce consistent growth at my last company. The truth is, many decisions contributed to our success. I became an expert in online marketing. I put customers’ interests above my own. I hired a team of cool people and gave them the freedom to show off their great personalities. But none of these decisions produced the same results as using the word yes.
I remember the first time I was faced with a shipping challenge that I didn’t know the answer to. One of our clients had sold a life-sized rocking horse on eBay and now needed to ship it. I had no idea how to get this done, but I said yes and figured it out.
I worked for both Nordstrom and Starbucks while I was in high school. Both companies employ just say yes policies. Nordstrom is famous for theirs. I experienced what this meant when a man returned 3 dress shirts that must have been two years old. The ring around the collar, fraying edges and age didn’t stop the salesman from promptly refunding the customer’s money. This was nothing compared to the legend circulating the Nordstrom back rooms of the man who returned snow tires to the store. Snopes confirms this story is legend, but the lesson is still valuable.
The more I said “yes,” the more business grew, and the more my reputation spread as a shipping resource.
Obviously, I will now have to write a post on the value of saying “no!” :)