Don't serve cold fries

  • Published
  • By Chief Master Sgt. Michael Williams
  • 60th Air Mobility Wing command chief
TRAVIS AIR FORCE BASE, Calif. --  Last week, we had the distinct honor and pleasure of hosting the fifth Chief Master Sgt. of the Air Force Robert Gaylor (retired). Chief Gaylor spent a couple of days visiting with us and sharing a multitude of stories about his tenure as chief master sergeant of the Air Force. He spoke at several venues to include a Community College of the Air Force graduation and an Airman Leadership School graduation. 

During his speech at our ALS banquet, he spoke of an 11-year old boy by the name of Juan. Juan was a delivery boy for a short order fast food stand. Each time Juan had a delivery to make he would run as fast as he could to and from his customer. Sometimes he ran for several blocks to deliver the food. Chief Gaylor recalled being amazed at this enthusiastic and energetic young man. 

After observing Juan make several deliveries, Chief Gaylor asked, "Why do you run as fast as you can to deliver the food ... you must be extremely tired?" Juan replied, "Yes sir I'm tired but people like hot fries." 

The young man wanted to make sure his customer's food didn't get cold. Juan was providing his customers the very best service he had to offer.
So now I ask you, "Are you serving hot fries? Do you care if your customer's food gets cold?" 

I recently returned from a TDY. As I checked into lodging at my TDY location, I asked the lady behind the counter for a sheet of paper. By the look she gave me, you would have thought I asked her for a million dollars. Standing next to a printer she replied, "We don't have any paper." Ma'am I said, "If you don't mind, I'll take a piece of paper from your printer." She retrieved a sheet of paper from a desk drawer, tore it in half and handed me a piece. I replied "thank you." I immediately said to myself, "she just served me cold fries." 

Think about how many times you've entered an office or an establishment and the person behind the desk was on the phone. Without acknowledging your presence, the person continued the conversation for a few minutes longer. It would have been polite to tell the person on the phone to hold for a moment or simply to say "I'll be right with you." Customer service is extremely important. However, some of us go about our duties as if we are mad with the world. 

There's a direct correlation between our core values and customer service -Integrity First - the foundation of trust and respect in everything we do. Excellence In All We Do - 100 percent of your effort and yourself - nothing less will do. Service Before Self - it is not about me, it is about my country, the Air Force and the people I serve. We are in the business of serving hot fries. Regardless of where you work, your goal is to ensure your customers receive your very best. 

As always, be safe, make responsible choices, I'll see you around campus and keep those hot fries coming!