A field supervisor stopped in my office this week to share a story about attitude. He was in Cadillac to discuss some operational issues with his colleagues, and apparently he got steamed over a disagreement as to how to solve a particular problem. He decided to step out of the meeting for a moment to “walk it off.” Muttering to himself, and soaking in his own irritation, he turned the corner to encounter Deb Lindquist conducting a headquarters tour for a guest. He heard her explain how she loves to work at Wolverine and how lucky she feels to work with “all these good people.”

Wolverine’s Administrative team has directly or indirectly assisted every employee at Wolverine at some point. They also offer an interesting contrast – on one hand they provide the glue to hold things together; on the other, they are the grease to keep the entire machine operating smoothly. If you could manufacture this product it would be the most powerful compound on earth! Some things our admins do may seem routine and uncomplicated. A number of other things they do are subtle, complex, and often go unnoticed. I know one admin, for instance, who knows (off the top of her head) most major airports in the United States. She can tell you how long you need to make a connecting flight, and what mode of transportation provides the most cost-effective and efficient method out of the destination airport!

Yet, the administrative assistants’ skills do not describe their most important attribute. Their talent is of course important, but not in and of itself remarkable. What I mean is the “glue and grease” are what they do, but it’s their attitude that forms the special part of who they are. The thing that sets them apart originates with their attitude of customer service – their strong desire to help others.

This field supervisor who was steaming told me Deb’s attitude shocked him. After he heard her explaining how lucky she was, he told me he felt silly. He told me he chastised himself saying, “Get your act together, go back in there and resolve this like an adult!” So I ask you to say “thanks” to an Administrative Assistant today, even though this isn’t the day Hallmark says to do so; just say thanks because they deserve it. And then I ask you to think about your own attitude, and how that can affect others every day in little, and in meaningful, ways. Thanks, Deb!