Friday, November 30, 2012

Be a "Jackie"!

I loved this video about "Jackie" the Krispy Kreme donut employee!  She is an excellent example of what I believe we do every day with the LIFE company-exceed the customer's expectation!  Really, the best part is the blogger's reaction.  The kind, service-first response of one person blew him away.  Let's go bring the LIFE company to the world and be a "Jackie" to someone today! 
Enjoy the video!

A man's quest to overcome his fear of rejection by making at least one crazy request a day for 100 days was throttled last week when a Krispy Kreme employee accepted his order for five doughnuts linked together in the colors and shape of the Olympic symbol.
"It's only my third day and I have already failed," Jia Jiang wrote on his 100 Days of Rejection Therapy blog. "But I did so with such amazement and happiness."
When the 31-year-old approached the register to make his "specialized" doughnut order, Jackie Braun, a shift leader at an Austin, Texas, Krispy Kreme, asked him when he would need it.
"In the next 15 minutes," Jiang replied.
"I was honestly just hoping for a 'no' and to go home," Jiang told Yahoo News in an interview on Monday.
(Krispy Kreme)
Instead, Braun spent several minutes using the back of some receipt paper to diagram the unusual order.
"Let me see what I can do," she said.
Fifteen minutes later, she emerged with a Krispy Kreme box with the glazed Olympic ring arrangement inside—and, astonishingly, did not charge Jiang for it.
"It wasn't exactly what he wanted," Braun told Yahoo News. "To my eyes, it wasn't perfect, so I didn't think I should charge him for it. It was the best I could do in the time allotted."
"Wow, Jackie, I'm a fan," Jiang told her, on behalf of everyone in America.
"I was overwhelmed, I couldn't believe it," Jiang said. "I went home and tweeted to Krispy Kreme and blogged about it. I wanted the world to know about what she did."
A campaign to get Braun a raise and promotion was quickly launched in the YouTube comments section underneath Jiang's video.
"Jackie is awesome," more than one viewer wrote. "The world needs more people like her."
"Yo, if Krispy Kreme doesn't promote her to CEO I'm boycotting!" wrote another. "And I love doughnuts."
Jiang, who launched a Facebook page called "Give Jackie at Krispy Kreme a Raise," said he returned to Krispy Kreme on Sunday to thank Braun for going above and beyond the call of doughnut duty.
Braun, though, said she didn't do anything out of the ordinary.
"It was a simple thing," Braun, who's been with Krispy Kreme for five years, said. "The Olympic symbol was the only unusual part, because they're not on TV right now. But we do orders like that every day. We're here to make people happy."


  1. Absolutely fantastic, just think if more people had that can do attitude. I absolutely love that we can bring that can do positive attitude wherever we go, whether we are representing LIFE or what ever we do at our temporary jobs. Someone needs to sign her up.

  2. It is so easy in the world we live in, to just say, "Heck no. No special requests. It interferes with our normal mode of operation." That really is the 95% world, but the special request and fulfilling it really identifies the 95%'ers from the 5%'ers. Until I saw this video, I never thought of it that way! It really takes a special person to go out of his or her way to provide excellent customer service with a smile and a can-do attitude. I see that's what we do - we help people see they don't have to be victims of their circumstances. We do this first by believing we don't have to be held in bondage to our pasts and our thoughts about ourselves. For many of us (myself included), this is a life-long mission. But one, worth pursuing, as we show the rest of the world, that in God and belief in ourselves, all things are possible.

  3. Wow, talk about a can-do spirit. I especially love the humility she expressed. Great post Marc.

  4. Awesome story! Talk about customer jubilation!

  5. Marc, thank you for sharing this. Rejection therapy? Interesting, looks like Jia is choosing to learn from his rejection. Just imagine if more people were like Jackie and Jia. Our world would be a better place.

    Great post

  6. Marc... Thank you for sharing this story and connecting how it is related to the principles taught in LIFE!

    When I first watched the video, I was amazed to see how Jackie NATURALLY saw the customer’s request as something she simply needed to do- nothing “special”.

    How refreshing it was to watch this “employee” EXCEED the customer’s (and most likely her employer’s…) expectations! In this day and age of apathy and low performance as the norm, Jackie’s efforts can easily be showcased in the news and social media outlets. It’s actually a sad indictment against today’s business and customer service levels that accept mediocrity.

    I like that Shawn McNamara points out Jia’s attempts to overcome a fear in his life by EMBRACING rejection through 100 days of “rejection therapy.” Interestingly, it is a COMMON encouragement in the LIFE business for people to “face their fears” and teaching that “action cures fear.” But again… this is no longer commonplace in our culture today.

    I agree with you Marc… we need to go out and bring the LIFE company to the world, so that everyone can be a “Jackie” because that’s how we roll!

  7. There's a lot of wisdom in his closing remark: "Sometimes you make a crazy request and then you get an awesome answer!"
    Cudos for Jackie's example of Servant Leadership.
    I think I'll have to stop by a Krispy Kreme in the very near future to support their amazing staff!