© 2012 by Stacy Lynn Harp

I love my coffee in the morning and in particular I enjoy a nice hot cup of coffee from McDonald’s.  I have no clue why their coffee is the best coffee at any of the fast food joints I’ve visited, but it is.  I don’t go there very often for my coffee, but this morning I did and just as I was expecting, Ana was there running the drive thru.

Now I have to tell you about Ana because when it comes to customer service, a smile and awesome attitude, Ana has it.  Ana appears to be in her mid-fifties, she’s Hispanic, has long dark gorgeous hair that she usually wears up and has the largest smile in the universe.  She’s also a master at kindness and even on her down days she has the kindest word to say to each and every one of us customers.  I am completely convinced the McDonald’s she works at has high revenue because she’s there.

About a year ago I remember going through this same McDonald’s drive thru and it was Ana who was the person running the window and then taking payment and I offered her a Gideon New Testament.  I love to do that because believe it or not, not everyone has a small bible that they can take with them wherever they are.  Ana got tears in her eyes and thanked me profusely for this little gift because not only was it her birthday the day before, but she shared with me that she had been praying for answers to some problems.  Her joy was amazing and in subsequent visits Ana has continued to radiate joy and gratitude.

This morning she greeted me again with her complimentary words and honestly, just set my day off to a great start.

Now what can authors, in particular, learn from Ana that will help people want to read their books and become raving fans?  I have a few tips.

1.  Treat Every Reader As If They Are Your Only Reader

One of the biggest lessons any of us can learn is that every person matters.  Ana knows that every person who comes through that drive thru, is a person she has the opportunity to bless with a smile.  Likewise, authors who understand their readers, realize that each and every reader they have is truly a gift.  And when you consider that it took a massive amount of time to write your book, then market your book and then get someone to buy your book and then actually read your book – that’s a HUGE accomplishment.

I’ve heard authors complain that they only have one thousand readers.  Only???  ONLY one thousand readers???   That is amazing when you really think about it, because there are massive amounts of books that people can choose and if someone chooses to pick up your book and read it, that’s no small thing.

Every reader matters.  So treat your readers with respect and appreciate them, because they have invested time in your work and most likely will come back for more.

2.  Readers Are Your Best Publicity

I realize that this point may seem obvious, but you’d be surprised at how many people may not realize this.   If you have a raving fan in a reader, then that person is going to tell other people about your book.  In like manner, if you have contact with your readers and you treat them like gum on the bottom of your shoe, I can tell you that most readers are going to set your books aside and share about what a scoundrel you are.  I’ve heard some pretty interesting horror stories about well known Christian authors who have lost fans because of how they treated them at book signings.

In our example with Ana, I can tell you that if Ana had given me horrible service, I would be more than happy to go some place else for my coffee, but because she has given me the greatest service ever…I make it a point to go out of my way to get coffee at her restaurant.

3.  Your Attitude Sells

I love happy people and am thrilled when I am around them because I feel great after I’ve been with them.  Likewise, miserable people are a huge turn off.  What makes Ana stand out as the most wonderful McDonald’s employee in the world is that she is full of joy.  Ana smiles and Ana calls all of her customers kind names like “Beautiful or handsome”.  Ana is GLAD you’re there.

Are you making people feel good or do you leave them feeling like they have been bothering you?

In conclusion, if you’re an author – or any business person for that matter  – every person you come in contact matters, every person is your publicity agent and every person will remember your attitude.    It’s up to you to engage in the most kind and profitable manner possible.

And wouldn’t you love to have some coffee with me and Ana sometime?  We’d love to have you.