A few months ago, I went to Borders near my home to browse books and I came across a book entitled The Fred Factor, by Mark Sanborn. I could not put it down! Fred is a postman who delivers exceptional service—so outstanding that it motivated writing a book that has become a national best seller.The story of Fred continues to encourage people all over the nation. Who knew a postman could do that? As I browsed the book, I came across a few important points I’d like to share.

Quoting from the Fred Factor web site (www.fredfactor.com): The Mission: Be a Fred…Continually create new value for those you live and work with through dedication, passion and creativity.

The ideas I took from the book:

• Each of us makes a difference. The only question at the end of the day is “What kind of difference did I make?”
• Everything is built on our relationships. The first principle in building a relationship is to build trustworthiness. Other words for trustworthiness include respect, humility, honesty, patience, faith, virtue.

This principle of trust and respect is based on always assuming honorable of intentions towards our fellow workers, students, customers and those we love. Always remember: “Nobody succeeds on their own. Asking for and sharing information broadens one’s perspective of situations and life. Others help you open doors to opportunity.” (Lessons in life from the mailman, The Times, Munster, Ind.)

The book reminded me that we can train employees to achieve exceptional performance. However, only each individual employee can choose to do a job in an extraordinary way.

I asked myself, “Do I add or take away from the experience of our customers/students and colleagues? Does the Student Care Department move Prosper closer to, or further away from, its goals?” (Read Lee & Nancy’s story.)

I think we do a very good job. We strive to continually learn and grow and create value and success for each our students, one at a time.

Devin Willis
Prosper Student Care