you max max come on over here hey it's been picked out of the pack boys that have a new home Sarah you an agent do what you're on your way to work - I am I am new world imports first day that compresses you've heard of them right what division you can be working in customer service yeah I asked for it I figure it's going to be the best way to find out what people out there really why listen meet Max and Max you wouldn't know it at first glance but Max and Max have very similar stories max was born to purebred parents of the finest stock the kennel where he was raised had an impeccable reputation for preparing puppies to move on to an owner who would then train them to become solid reliable hunting dogs max was born into a hard-working family where there was a strong emphasis on education max loved school did well and received a scholarship to a noted university graduating with honors so here we have Max and Max both prepared full of enthusiasm and ready to make a contribution max couldn't wait to meet his new master he imagined himself on a crisp autumn morning moving slowly through the tall grass suddenly he locks onto the scent of the game bird the voice of his master rings out in praise good boy max what a dog likewise max could just see himself after several fulfilling months on the job enter his workstation one day for the applause of his fellow workers they're placed on the keyboard his computer is a plan recognizing him as customer service rep of the year such were the dreams of Max and Max dreams of service and meaning lucien enter into our story mr. Harrell mr. Harold is the manager of the customer service department at new world imports he's also the new owner of a hunting dog when mr. Harold picked up max it was a happy occasion ok likewise when max arrived at New World on his first day mr. Harold greeted him an atmosphere of great warmth and welcoming mr. Harold talked to max about his new home about hunting and about well life in general max listened in his office mr. Harold told max about the company's goal to put the customer first service service service he said as he showed him a nice custom version of the department mission statement hanging on his wall and max listened at what they want time went by you ready to work on our basic skills this morning boy max learned quickly sit stay lie down front all these were performed without hesitation weren't anything else I want you to learn to stay on the lawn got that I didn't buy you to go running and jumping in water any old time you want that's for me to decide then why did you buy me he thought meanwhile max became intimately familiar with the higher meaning practices and procedures and they request something that falls outside of the guidelines what do you say I say I'm sorry ma'am or sir but company policy doesn't allow me to do that what is that referring to in this case sir doesn't matter it doesn't absolutely not why did you hire me he thought and time went by you I told you nothing wrong what are you going down then you get right back up on that lawn fire take a newspaper for you go on you get him up on our lawn max was stunned all he had on his mind was helping mr. Harold he had all this breeding all this built-in know how to put to use the Hat falling in the water was the perfect opportunity to be of service so why is he so upset he wondered what yes sir sit sit uh I have a seat of course thank you sir tell me about do all travel associates oh yes and a wold herself called me to tell me that she hadn't received the luggage shipment this was the second time and she was headed to Europe for the big travel show couldn't wait for regular shipping so I overnighted it to her I know all that part what I want to know is why did you do it why yes why because when she called shipping was on a shift change so so I couldn't get anyone to answer so so after I finished here I went down to shipping myself found the right line and arranged for the overnight shipper to pick it up you're missing the point of my question I don't care about all the hoops you jump through I just want to know why did you do that service service service sir don't quote company policy to me young man there's a larger issue here I agree in fact I wanted to know if I could make a few departures from company guidelines maybe for a 30-day period or so track the results and see if the call back and referral margins go up and maybe we can set you up on your own floor our support staff create a new line item in the corporate budget get your own job figured out person X then you can start worrying about mine okay yes sir now mr. Harold wasn't really a bad man you see in fact he was really quite average he just had a certain way of looking at his job and he wanted those who work for him all those who work for him to look at their jobs in just the same way go get a boy discipline boy discipline and so as time went by max learned exactly what mr. Harold wanted and he did likewise max put his all into following what seemed to be the real New World guidelines of customer service and as time went by he came to know exactly what mr. Harold wanted and the whole digital image to allow your research team to use their laptops when they're out of the country is that right but you have to understand it is our policy not to refund or replace after 30 days I'd be happy to refer you to our customer service supervisor what will he tell you I suspect he'll tell you the very same thing sir very well then sir we thank you and we appreciate your business not that we'll ever get any more whoa I'm sure we'll see more and more the days passed by things were going smoothly just like mr. Harold like portico but then one day a big day boy you're going out in the fields you learn from the pros so you're going to get a chance to finally show what you can do all its challenge I admit but like we always say around here challenge is just an opportunity we didn't ask for so I want you to go out there and remember everything you've learned everything I've taught you for old customers out there we haven't heard from in a long time old friends and you're going to go out and retrieve them for me you're finally going to get to do what you've been trained to do so get out the elbow grease scrub yourself in the oration was meant to be motivating no question even inspiring the best of intentions were attached to every word howdy boys how ya'll died I don't go get my gun not be right out okay Mac don't get the truck max was truly excited to go out to the fields and flush out game but he wouldn't leave the lawn and Max learned quickly that no matter how sincerely he restated company policy to lost customers they still had the same problems mr. Harold's lofty goals were not being achieved mr. Herold was perplexed at first he tried to encourage me look why I don't know what the problem is but see you need to look at this like it's an adventure that more than anything else is fun because with each old customer you talked to on that phone comes an opportunity to make a new friend yeah but they all hate me oh I remember you know you're the one who said no I understand I understand I do but see those guys they want to go they're ready to go and see their dogs your dogs are ready to go you don't see those dogs lying around their chins on the ground do you the question I'm starting to ask myself now is why am i paying you the kind of money I'm paying you and this is what I get in return huh can you answer me that you were supposed to be the best of money can buy and look I'll give you your big chance your big opportunity to show what you can do and this is what you do with it come on drawing brains and education and ambition you walked in here with a few months ago so here we have max wondering why mr. Harold was so angry with him when he finally learned to stay on the grass no matter what and max wondering why when he was doing his level best to implement the connection between company policy and customer service was mr. Harold so thoroughly disgusted with his work time went by and one day mr. Harold's boss decided that what was lacking in his assignment to bring back old customers was teamwork so Don suggested to mr. Harrow that he throw a little party for all the customer service reps why don't you do it in your own backyard he said it'll give it that personal touch and so he did max you haven't tried my famous shrimp head oh well then not in your mouth best thing I ever ate my hunting dog and I use the term loosely loves him so I if the dog likes them well then I should like them makes sense thank you sir yes well I hope you're enjoying the party hey everybody come on down here let me show you what I've been working on all summer the party was a real success that mr. Harold was particularly pleased I just needed to get these people to like me he thought now when I chew on them they'll know it's nothing personal dandy huh yep can't have a boat without a half all right I like this put me three months there setting up your killer you must know something about that act that I don't there was an interesting connection felt by Max and Max on that summer day though neither of them really knew what it was but nonetheless fate was having her way on that day proving not all of the best irony's in life are reserved for stories in storybooks as we might suppose and time went by