Today is Super Bowl 2020, the biggest game day of the year in professional football.

We often use the metaphor of “game day” in business. Here’s a great observation from my friend Julie who encountered a remarkable performer at the Newark airport. She had gone to Au Bon Pain for dinner. Here’s what she observed:

“I was awed when, after getting exceptional service when my order was taken, I noticed four women behind the counter who were singing and dancing as they made the sandwiches. Their behavior had all the customers smiling. I asked Sharon, who was making my sandwich and seemed to be the leader of this culinary choir, what motivated her to look at her job so positively. She said, ‘I tell these ladies every day that each order they make is a chance to do something special for someone and to love what they do because you never know where this job may lead you.’ I told her how it is people like her who make a real difference in this world and that she truly was a ‘Fred.’ (She is referring to my book, The Fred Factor.)I told her she would know what that meant after she reads The Fred Factor that I promised to bring her the following week.”

Julie was so impressed by the woman’s performance that she promised to come back for more. And, she wanted to express her appreciation by giving her a copy of my book, The Fred Factor.

When you work in a customer service setting like Sharon and her friends, every day is game day; every customer is an opportunity to give a remarkable performance.