I walked into the neighbouring store and Rakesh handed me a mountain dew without me even asking for it. Why?
Because he remembered that I drink mountain dew and was being proactive and helpful. But this left me absolutely thrilled.
This isn’t a five-star hotel or a high-end restaurant or a luxury watch store. This was the store at the Shell petrol bunk.
What a massive customer success win!
Customer success comes from ownership. And ownership comes from within.
Ownership is not about your shareholding % or ESOPs or profit share.
Ownership is about believing in the mission and having high job satisfaction.
Taking a moment to thank him and also my regular cashier Rachel who has the most positive attitude and always a big smile for me.
As founders this needs to be our goal… Where every team member takes on complete ownership of their own part of the whole.
