A Lesson From a Local Business

When I first met Steve, the owner of Harried and Hungry, he showed up with a huge tray of wraps and sandwiches to sample...but forgot the mayo. And mustard. And napkins. This was October of 2009. You would think this would detract from the food, but it did not. He drove to his shop and came back within 20 minutes with a sincere apology and a bunch of 10% off coupons. Even though his kitchen staff most likely forgot the condiments and he could have sent a driver, he took responsibility for his business. And I respected that.

I've had a great relationship with Harried and Hungry ever since. They are one of the few companies I recommend and talk about online. Their food is remarkably delicious (I start to salivate thinking about their house salad!) and the owners are wonderful. Sadly, Steve passed away at the young age of 40 last year, but his family continues on the tradition of amazing service and delicious food. This is what I've learned from them.

1. We're human, mistakes happen. Own it. Steve was trying to win my business that first day. Showing up with a tray of sandwiches without the condiments wasn't exactly planned. He apologized and corrected the situation as fast as possible. He also took responsibility. I could have dismissed them and found another company, but to be fair, the food was exceptional. That combined with his quick response and willingness to fix it kept me loyal to them.

2. Being flexible is a must. Since that fateful day, I have ordered many a breakfast and lunch from HH - and sometimes an issue arises. I thought I ordered 10 lunches and 8 show up. We're missing the mayo/mustard. I only ordered 8 lunches when I need 10! I don't know too many owners who will come to your aid as soon as you need it, but this company does. I assume Hazel is the owner. She and her husband will take detours (or simply leave the office) to drop off whatever is missing. And not in an hour or two after the call - but within 30 minutes. They deliver so punctually (if not earlier) that no one but Hazel and I know that the VP might not have received their Cobb salad. If they weren't flexible to situations, they would not be as amazing as they are.

3. Attitude is everything. Hazel has been taking my order since we started using Harried and Hungry in 2009. And she is utterly delightful. With her calm demeanor and easy to talk to personality, I honestly look forward to having to book lunches only because I get to call her. Why? Because she isn't fake. No, seriously, she is sincere. She cares about her customers. She will call once every few months if we haven't ordered just to check in. She calls after a big order to make sure everything arrived on time and was ok. When I got her lost trying to find the random boat house we had our sales meeting in, she still smiled at me when she got out of the car, gave me the 6 lunches I didn't order on time, and asked if everything was ok. She should teach a customer service class. Maybe it's because she enjoys what she does or maybe she has the patience of a saint. Either way, from her I've learned staying calm, listening to the situation and being prepared lead to a happy attitude - and a happy customer.

I'm an advocate for this company because they serve delicious food and have wonderful customer service. They constantly wow our in-coming clients and my team loves that the food they ordered is here on time and in earth friendly packaging. But I respect them for their continued pursuit of making people happy. The quality shows all around and has been consistent, if not progressively better, since I met them way back that first day. We need companies to embrace, even small ones, that remind us that their are amazing people out there doing a great job. Also realizing the lessons they teach us is just an added bonus.

If you live in/near Seattle and haven't tried them, I highly recommend stepping into their cafe' or ordering from their catering menu. And if you do, tell Hazel Kendal says hello! 

Learning from the Past

In February of 2009, I was laid off from my first full time job after three years. The depression was taking its toll. My boyfriend and I had just broken up (and ultimately got back together) and my family was 3000 miles away. I accepted a position I didn't feel good about but assumed I needed to take because any job was better than living off of unemployment. But I was wrong. I was humbled and shaken to my core. But I moved on.

This month marks my three year anniversary at my current position. I hit a few hills and valleys, but for the most part am moving forward and learning to accept and embrace who I'm becoming. What that is, to be honest, I'm still not 100% sure of. But this is what I've accepted to help me get where I'm going:

1. Don't stop being amazed - our world, as crazy and as awful as it can get, is still utterly amazing. It's round and revolves so fast we don't even realize it. The sky turns all sorts of colors, there are millions of creatures on it and we're all unique. It can be so impressive if you let it.

2. Embrace your hobbies - work is great (especially if you enjoy what you do), but you shouldn't let your occupation define you. For example, when I'm not a marketing rep, I'm a soccer playing, guitar strumming, karaoke singing, race running, Jane Austen nut...and proud of it.

3. Don't settle - it's worse than failing. If your gut tells you it's time to move on, grab lunch, listen again, and evaluate where your next move should be.

4. Don't be afraid to fail - it shouldn't be taken lightly, mind you, but it's not the end of the world. Unless you're playing with something that could lead to the end of the world...and then maybe you should proceed with caution and get 2nd, 3rd, and 4th opinions. If I find myself in that position, I promise to do the same.

5. Ask for help - parents, friends, mentors, bosses. For the most part, people have no problem lending a hand, offering advice, reviewing your thesis - but don't make them a crutch. And it is your job to follow through, not theirs.

I know there are others and maybe I'm missing a big one - but I'm not opposed to receiving advice. Learned something through your years of experience? Leave a note!