The Royal Treatment at the Dairy Queen

A recent human-interest story spread across the viral airwaves, in which a Dairy Queen manager forced a customer out of his store for stealing money from a blind person. Click on the link that follows for the full story:

https://www.youtube.com/watch?feature=player_embedded&v=PoJgHIFMewAdairy queen  manager crop

To me, the best part of this story is the ending, where the 19-year-old manager takes out a $20 bill from his wallet and gives it to the blind man. This is the difference between living life as an owner instead of a renter. The premise is that “owners” have a sense of ownership, and thus, take more pride in the everyday things that they do. “Renters” simply exist within a space. (Note: this is not an indictment of financial restrictions, but a testament to the spirit of being engaged within your environment.)

After watching the video, would you have reacted as quickly? Would YOU have offered money from your own wallet? Would YOU have expected absolutely nothing in return?

More importantly:  How can we get employees to develop this responsibility and kindness as everyday habits?

Strategies that Turn it Around:

  1. Hire people who air a sense of ownership. Screen for “owners” during the interview process by asking scenario-specific questions to determine how deep-seated responsibility and kindness are as habits.
  2. Foster an environment where employees are encouraged to take responsibility to go above and beyond (within limits, of course).
  3. Continue to instill good habits through repetition. This will help to develop good habits with employees who are not quite there yet.
  4. It’s okay to fire customers – especially when they steal money from blind people!

Remember:  Owners “own” their environment and what occurs within it. Simply put, they are engaged and invested. Renters simply “exist” within a given space, unmotivated and uninvolved. Engaged employees are more motivated and satisfied, which leads to exceptional treatment of others and customers. And when our customers are happy, we are all happy!

What do YOU do to get your employees to act like owners and not renters? Please share your experiences in the comments section below. I look forward to engaging with you and your comments.

4 Responses to “The Royal Treatment at the Dairy Queen”


  1. 1 Party Bus Las Vegas February 28, 2014 at 5:54 pm

    Hello there! Quick question that’s entirely off topic. Do you know how to make your site mobile friendly?
    My blog looks weird when browsing from my iphone 4.
    I’m trying to find a theme or plugin that might be able to resolve this
    problem. If you have any suggestions, please share. Appreciate it!

    • 2 bnkhozam March 5, 2014 at 12:26 pm

      Hello Chad, great question. Although I’m not the designer of my blog, I know she uses a “responsive” theme. I’ve heard from others the “executive Pro Theme” is good. I hope that helps.
      Barbara

  2. 3 Mitzi March 6, 2014 at 3:34 am

    Hello there! This article could not be written any better!

    Looking at this post reminds me of my previous roommate!
    He continually kept talking about this. I’ll send this information to him.
    Pretty sure he’ll have a good read. Thank you for sharing!


Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s




About Barbara

Visit barbarakhozam.com to learn more about Barbara, her program topics, and how you can book Barbara as a guest speaker at your event.

Learn More

Download a Free Chapter from Barbara's Book

Archives

Connect with Barbara

Enter your email address to subscribe to this blog and receive notifications of new posts by email.

Join 1,537 other followers

Recent Tweets


%d bloggers like this: