Y-Boy - “Stirred,” but not “Shaken:”

(A tale that’s fitting to be shared on Labor Day.)

My dream during a long-awaited rest, while enjoying this week’s only day off, was prematurely interrupted when I was awakened by the voice of Morgan Freeman repeating the phrase “Why Boy?”  

This happened multiple times; each time in a different environmental setting:

I heard: “Why Boy?” in the still of the night from under a country bridge with the sound of trickling water, a chorus of crickets, and the hum of fireflies buzzing around my head.

I heard: “Why Boy?” in front of the Egyptian pyramids in what sounded like the beginning of a sand storm.

I heard: “Why Boy?” from the seat behind me as I stared out the picture window overlooking Central Park from the posh vantage point of 86th & 5th.

Then, as though by magic, I was in the driver’s seat of my dad’s new Chrysler 300 convertible with a portable 4-inch, reel-to-reel tape recorder, which self-destructed after the voice offered me a "NEW Mission"... if I chose to take it!

It was the smell of smoke that brought me to my feet!

As luck would have it: it was only the exhaust from my gardener’s weed-wacker and the whine of its blade that induced this vision. I closed the window and decided to accept the Mission.

I wasn’t cast to play one of those loftier roles; the ones my friends have long teased me: “So, do you still want to save the world?” “You can’t change the world!” “You can’t fight the system!” “Save yourself, first!”

My "new Mission" wasn’t going to be about becoming a Super Hero... or, even about being heroic, for that matter. It wasn’t about playing a supporting role to a future Super Hero, either. (“Becoming Alfred”)

According to the voice n my head, "my Mission" was to befriend my younger Managers and Co-workers and gently help them understand that the best way to be perceived as delivering excellent customer service to Baby-Boomers, was to enlist the customer’s cooperation to be ushered through a sales process (or any process) by explaining “Y”.

Note: The successful communication process, between a youthful customer service provider and a customer with more life experiences, starts with an explanation as to why submission to the process will help to more precisely, and more efficiently meet THE CUSTOMER'S needs.

My new mission... (without caps and quotes)... will be to make friends and be “Y-Boy”. So, why is Y-Boy needed, you ask?  I’m glad you asked.  Let me tell you why.

Let’s put my revelation into context:  Most of the Management in our company started their careers here and worked their way up the Corporate Ladder. They all have college degrees. Most were active in college sports. And, many (if not most) served in the military. 

In school, or in a sports program, and especially in the military, there is an obvious hierarchy where older, wiser, (or more experienced) Management dictates what is to be done. Those enrolled in the process have agreed to follow the dictates of Management.

At work, however, our Customers haven’t signed onto any dictates. And, as many of our Customers have had astronomical careers, and more life experiences than our Management; the typical dynamics, with which most of our personnel are familiar, get turned on its head! 

You see, explanations of “Y” aren’t essential in most communications between coach and athlete, or superior officer & recruit.

Y-Boy’s new mission is to help our Customer Service Personnel understand how to bridge the gap between their prior experiences and the expectations of older customers in a friendly, kind way.

So, let’s help the old guy out!  Slow down the pitch.  And, tell him (or her) “why” the process will be helpful to their needs. They’ll appreciate that.

“Y Boy’s” function, is to lend a “boomers” perspective to our enterprise’s experiential training.