The Joy of Work

The thinking behind a food franchise is that a meal in one location should be identical to that same chain in a different location. At Dunkin’ Donuts, then, a cup of coffee is a cup of coffee is a cup of coffee. You order. Robotic employees pour it in a cup and hand it to you. Their employment tenure is likely measured in weeks and you are likely to see a different face each time as the Pez Dispenser spits out another one, replacing the last.

Except for Joy.

Joy greeted me with a smile and a hearty “Good morning!” (now who does that remind me of…?). She took my order and my money. She complimented my coat as she handed me my Joe and directed me to the napkins holder behind me before I could ask. She even expressed concern that the coffee was to my liking.

You go, Joy.

Now, I’d imagine that Joy does not bound out of bed in the morning, anxiously anticipating another day of DD order-taking. She would likely be somewhere else doing something else. But for whatever reasons, she works here, likely for minimum wage, in a job that has little to no hope for advancement.

But you’ll never convince Joy of that.

Joy did her simple job with, well, joy! It’s as if she decided that she was going to save the world one cup of coffee at a time. Joy recognized the fact that she had a choice: She could do her job like a lemming or she could do it to the best of her ability, happily and purposefully.

Before I left the counter, I leaned in to her and gave her some advice: Don’t ever stop. Someone, some day, I told her, is going to come in, recognize her superior attitude, and hire her away. She giggled in disbelief, thanked me, and actually blushed.

As a 30 year sales veteran, Bill has the perspective of a been-there, done-that sales rep in the commercial print arena. Following sales fundamentals and giving unapologetically "old school" advice, he writes and speaks in an entertaining fashion to make his points to sales people and owners who sell. "Bill Farquharson will drive your sales momentum."
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  • Kelly Mallozzi

    Great post, Bill. For what it’s worth, I frequent a lot of chains, and have a favorite at my Einsteins’ Bagels and my Dunkin Donuts. And don’t get me started on McDonald’s. There are (and this is no joke) 5 women and my McDonald’s who know me, have seen pics of my kids, and know my love of the egg white delight. I love them all. They are all a JOY!

  • Marc Zazeela


    Nice piece. It costs nothing to be nice, happy, and friendly but it can buy so much.


  • John Prothero

    Excellent post, and a good one for Monday morning! I have had recent experiences with a pair of joyful servers at our local BJ’s Brewhouse, and I took the time to tell them that, as well as mention it to management.