Recently I was headed home from a trip and found myself in the Minneapolis St. Paul airport. My wife and I had about 3 hours to kill, and we were hungry. So we thought we would take our time and find the best restaurant in the airport. After a little work, it appeared that Friday’s would probably the best bet, since we wanted to sit down, have a drink and eat a leisurely meal. We still had a little trepidation about our selection.
As we got close to the front of Friday’s, there was this young man who was out front of the restaurant, nearly acting as a carnival barker (not quite that obnoxious, but he was trying to draw folks into the store). He greeted us, welcomed us and made sure we were seated quickly and had a waitress taking care of us. So, Gilmore (pictured here), did good by me. We were actually seated outside the restaurant, in what would be sidewalk seating in any other venue. This afforded me the ability to people watch in the airport and to watch Gilmore do his thing.
And actually watching him was amazing. He brought people into the store that probably were not going to come in and eat. He greeted many airline employees, by name (so they all knew him). Gilmore handled a few special requests. Even those that chose not to stop got a kind word from him. After watching this, I told my wife, I bet this guy is increasing business by 20%. Unsure of my number I decided to find out. I summoned the manager to my table to talk about Gilmore. Actually the truth be known, when Gilmore was on point out front of Friday’s business usually increases by 15%, and the manager told me, EVERYONE in the restaurant is more upbeat and happy.
From an HR prospective he is a rock star. What make’s him so good? It is not all of his employer’s doings. There is this fire inside Gilmore and people like him, who have the need to excel, to compete, to do well and to be happy. That fire is not necessarily transferable to other employees, but he does affect them – in a positive way. We need more people like Gilmore Harris, in this world, and when I see them it renews my faith in people and makes me smile inside.
So if you happen to pass through MSP check out Friday’s on the “C” concourse and see if my man Gilmore is working. If he is you will be dining there – no doubt!
Update…09/16/2012 Thanks to Lori for another Picture of Gilmore. (A guy that loves his job and is good at what he does!)