Getting Dirty

Shortly after Derrick Hall took over as President and CEO of the Arizona Diamondbacks he instituted a program he referred to as FAWTSY, which stands for Find A Way To Say Yes. It was more than a catch phrase; it became a philosophical mantra that he tried to instill into each and every person associated with the organization. In essence the premise reminds employees of the importance of the customer. Rather than doing things the way they have always been done or according to some arbitrary rule Hall challenged his team to try and find a way to say yes to the customer. This is not a new concept; world-class customer service is a key to many successful businesses. The key is not the concept itself but how well it becomes woven into the culture of the organization.

Over the course of the years I have had a lot of opportunities to test how engrained this mantra has become. It’s not that I look for ways to challenge the Diamondbacks, it probably just seems that way. In each instance my request is met with stunned silence followed by a hesitant “ok” and a promise they will do what they can. In every case so far the team and its employees have come through impressing me along the way. Let me give you an example.

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