Burning Daylight

“It has been my observation that most people get ahead during the time that others waste.” – Henry Ford

Years ago, while I was a sales manager in the insurance industry I had an old debit insurance agent teach me a very valuable lesson without even realizing it. Like most of us who were in management, we arrived at the office sometime between eight and eight thirty in the morning.

Most of you today handle your insurance transactions either by phone or online. However, for the better part of the twentieth century, especially in the south, there were debit agents who went door to door, especially in the poorer communities, and Joe was one of the best I ever met. Because of the nature of the job, these guys started very early, usually before daylight, and Joe was usually leaving the office either as, or shortly after I would arrive at work.

Almost daily, he would tell us as he was walking out the door that we were “burning daylight”. Little did I realize that Joe was teaching me the importance of preparation and time management? With those few words every day, he was showing us all, the importance of not wasting time and maximizing our time in front of customers. He also understood his competition and knew that for him to be successful he had to be better than the rest.

The same applies to our daily encounters, no matter what business or profession you may be associated. With few exceptions, there is nothing that cannot be bought, or services that cannot be received somewhere else. While convenience will bring some customers, clients, or members through your doors, it will not keep them if you fail to take a genuine interest in their needs and do your jobs.

Personally there are businesses right here in my town that I will pass that are a lot closer to me because of bad customer service. Recently I encountered a cashier in a local business who acted as if it pained her to help us get an item, but at the same time, she was conversing with another cashier who appeared to be off duty. Being more interested in her conversation than with me as a customer showed me where her priorities were, and they certainly were not on that stores mission.

Most every business, church, school, service organization, etc., have mission statements. We have all read one or another and typically they all focus in some way or another on service to the community they are located. However, if any business or organization is not totally focused on every customer, client, or member they encounter, then they are failing at that mission statement.

If you truly believe that failure is not an option, then it is imperative that you must be totally committed to improving and maximizing your time with those individuals serviced by your company or organization. Finally, the next time you show up at work or an event just in time to hit the time clock, remember the words of an old insurance man; “you’re burning daylight”!