Max and Max — Transcript

[Music] Max, Max, come on over here. Hey, you been picked out of the pack, boy. You're about to have a new home. Max, Sarah, hi. Gosh, how are you? Great. Got you an agent. You look different. So, what, you on your way to work too? I am. I am. New World Imports, first day. Wow, New World, that's impressive. You've heard of them? Absolutely. Right. So, what division you going to be working in? Customer service. Oh, really? Yeah, I asked for it. I figure it's got to be the best way to find out what people out there really want, you know? Yeah, makes sense. Yeah, listen, I got to run, but I'll some time catch up on old... I'd like that. See you. Bye. Meet Max. And Max, you wouldn't know it at first glance, but Max and Max have very similar stories. Max was born to purebred parents of the finest stock. The kennel where he was raised had an impeccable reputation for preparing puppies to move on to an owner who would then train them to become solid, reliable hunting dogs. Max was born into a hardworking family where there was a strong emphasis on education. Max loved school, did well, and received a scholarship to a noted university, graduating with honors. So here we have Max and Max, both prepared, full of enthusiasm, and ready to make a contribution. Max couldn't wait to meet his new master. He imagined himself on a crisp autumn morning, moving slowly through the tall grass. Suddenly, he locks onto the scent of a gamebird. The voice of his master rings out in praise: "Good boy, Max! What a dog!" Likewise, Max could just see himself after several fulfilling months on the job enter his workstation one day to the applause of his fellow workers. There, placed on the keyboard of his computer, is a plaque recognizing him as Customer Service Rep of the Year. Such were the dreams of Max and Max, dreams of service and meaningful contribution. Enter into our story Mr. Harold. Mr. Harold is the manager of the customer service department at New World Imports. He's also the new owner of a hunting dog. [Music] When Mr. Harold picked up Max, it was a happy [Music] occasion. You know, Harold, if you've got all these really great ideas, then put them to work in your own department, okay? Likewise, when Max arrived at New World on his first day, Mr. Harold greeted him in an atmosphere of great warmth and welcoming. Mr. Harold talked to Max about his new home, about hunting, and about, well, life in general. Max listened. In his office, Mr. Harold told Max about the company's goal to put the customer first: service, service, service, he said, as he showed him a nice custom version of the department mission statement hanging on his wall. And Max listened. They get what they want. Time went [Music] by. You ready to work on our basic skills this morning, boy? Max learned quickly. Sit, stay, lie down, front. All these were performed without hesitation. More than anything else, I want you to learn to stay on the lawn. Got that? I didn't buy you to go running and jumping in the water any old time you want. That's for me to decide. Then why did you buy me? he said. Thought. Meanwhile, Max became intimately familiar with the higher meaning of practices and procedures. And they request something that falls outside of the guidelines, what do you say? I say, "I'm sorry, ma'am or sir, but company policy doesn't allow me to do that." What is that referring to in this case, sir? Doesn't matter. It doesn't. Absolutely not. Why did you hire me? he thought. And time went by. [Music] I told you not to leave the lot. Now, what are you doing down here? Now, you get right back up on that lawn before I take a newspaper to you. Go on, you get, get up on that lawn. Max was stunned. All he had on his mind was helping Mr. Harold. He had all this breeding, all this built-in know-how to put to use. The hat falling in the water was the perfect opportunity to be of service. So why is he so upset? he wondered. [Music] Max, front. Yes, sir. Sit. Sit. Um, I have a seat, of course, sir. Thank you, sir. Tell me about DeWald Travel Associates. Oh, yes. Um, and DeWald herself called me to tell me that she hadn't received the luggage shipment. This was the second time, and she was headed to Europe for the big travel show. Couldn't wait for regular shipping, so I overnighted it to her. I know all that part. What I want to know is why did you do it? Why? Yes, why? Because when she called, uh, shipping was on a shift change, so I couldn't get anyone to answer. So, after I finished here, I went down to shipping myself, found the line, and arranged for the overnight shipper to pick it up. You're missing the point in my question. I don't care about all the hoops you jump through. I just want to know why did you do that? Service, service, service, sir. Don't quote company policy to me, young man. There's a larger issue here. I agree. In fact, I wanted to know if I could make a few departures from company guidelines, maybe for a 30-day period or so, track the results, and see if the callback and referral margins go up. And maybe we can set you up on your own floor, hire support staff, create a new line item in the corporate budget, get your own job figured out first, Max, then you can start worrying about mine. Okay? Yes. [Music] Sir. Now, Mr. Harold wasn't really a bad man, you see. In fact, he was really quite average, just had a certain way of looking at his job, and he wanted those who worked for him, all those who worked for him, to look at their jobs in just the same way. Go get him. [Music] Boy, discipline. Boy, discipline. And so, as time went by, Max learned exactly what Mr. Harold wanted, even, and he did it. Likewise, Max put his all into following what seemed to be the real New World guidelines of customer service. And as time went by, he came to know exactly what Mr. Harold wanted. And the voltage adapter to allow your research team to use their laptops when they're out of the country, is that right? But you have to understand it is our policy not to refund or replace after 30 days. I'd be happy to refer you to our customer service supervisor. What will he tell you? I suspect he'll tell you the very same thing, sir. Very well then, sir. We thank you and we appreciate your business, not that we'll ever get any more. What was that? I'm sure we'll see more and more. The days passed by. Things were going smoothly, just like Mr. Harold liked them to go. But then one day, a big day. Boy, you're going out in the field. You're going to learn from the pros. So, you're going to get a chance to finally show what you can do. Oh, it's a challenge, I admit, but like we always say around here, challenge is just an opportunity we didn't ask for. So, I want you to go out there and remember everything you've learned, everything I've taught you. There are old customers out there we haven't heard from in a long time, old friends, and you're going to go out and retrieve them for me. You're finally going to get to do what you've been trained to do. So get out the elbow grease, scrap yourself in, and go get them. The oration was meant to be motivating, no question, even inspiring. The best of intentions were attached to every word. All boys, how y'all day? I go get my gun and I'll be right out. Okay, Max, come on, get in the truck. Max was truly excited to go out to the field, fields, and flush out game, but he wouldn't leave the lawn. And Max learned quickly that no matter how sincerely he restated company policy to lost customers, they still had the same problems. Mr. Harold's lofty goals were not being achieved. Mr. Harold was perplexed. Get in that. At first, he tried encouragement. Look, boy, I don't know what the problem is, but see, you need to look at this like it is an adventure that, more than anything else, is fun because with each old customer you talk to on that phone comes an opportunity to make a new friend. Yeah, but they all hate me. Oh, I remember you. No, you're the one who said no. I understand. I understand, I do, but see, those guys, they want to go. They're ready to go, and see, their dogs, their dogs are ready to go. You don't see those dogs lying around with their chins on the ground, do you? The question I'm starting to ask myself now is, why am I paying you the kind of money I'm paying you when this is what I get in return, huh?

work too I am I am new world Imports first day wow new world that's impressive you've heard of them absolutely right so what division you going to be working in customer service oh really yeah I asked for it Ian I

figure it's got to be the best way to find out what people out there really want you know yeah makes sense yeah listen I got a run but I L some time catch up on old I'd like that see you

bye meet Max and Max you wouldn't know it at first glance but Max and Max have very similar stories Max was born to purebred parents of the finest stock the kennel where he was raised had a an impeccable

reputation for preparing puppies to move on to an owner who would then train them to become solid reliable hunting dogs Max was born into a hardworking family where there was a strong emphasis on education Max loved school did well and

received a scholarship to a noted University graduating with honors so here we have Max and Max both prepared full of enthusiasm and ready to make a contribution Max couldn't wait to meet his new master he imagined himself on a

crisp autumn morning moving slowly through the Tall Grass suddenly he locks onto the scent of a gamebird the voice of his master rings out in Praise good boy Max what a dog likewise Max could just see himself after several

fulfilling months on the job enter his workstation one day to the Applause of his fellow workers there placed on the keyboard of his computer is a plaque recognizing him as customer service rep of the Year such were the dreams of Max and Max

dreams of service and meaningful contribution enter into our story Mr Harold Mr Harold is the manager of the customer service department at New World Imports he's also the new owner of a hunting dog [Music] H when Mr Harold picked up Max it was a

happy [Music] occasion you know Harold if you've got all these really great ideas then put them to work in your own Department okay likewise when Max arrived at New World on his first day Mr Harold greeted him an atmosphere of great warmth and

welcoming Mr Harold talked to Max about his new home about hunting and about well life in general Max listened in his office Mr Herold told Max about the company's goal to put the customer first service service service he said as he showed him a nice custom

version of the department mission statement hanging on his wall and Max listen they get what they want time went [Music] by you ready to work on our basic skills this morning boy Max learned quickly Sit Stay lie down front all these were

performed without hesitation more than anything else I want you to learn to stay on the lawn got that I didn't buy you to go running and jumping in the water any old time you want that's for me to

decide then why did you buy me he said thought meanwhile Max became intimately familiar with the higher meaning of practices and procedures and they request something that falls outside of the guidelines what do you say I say I'm

sorry ma'am or sir but company policy doesn't allow me to do that what is that referring to in this case sir doesn't matter it doesn't absolutely not why did you hire me he thought and time went by [Music]

I told you not to leave the lot now what are you do going down here now you get right back up on that lawn before I take a newspaper to you go on you get get up on that

lawn Max was stunned all he had on his mind was helping Mr Herold he had all this breeding all this built-in knoow to put to use the Hat falling in the water was the perfect opportunity to be of

service so why is he so upset he wondered [Music] Max front yes sir sit sit um I have a seat of course sir thank you sir tell me about dewal travel associates oh yes um and dewald herself called me to tell me that she hadn't

received the luggage shipment this was the second time and she was headed to Europe for the big travel show couldn't wait for regular shipping so I overnighted it to her I know all that part what I want to know is why did you

do it why yes why because when she called uh shipping was on a shift change so so I couldn't get anyone to answer so so after I finished here I went down to shipping myself found the line and

arranged for the overnight shipper to pick it up you're missing the point in my question I don't care about all the Hoops you jump through I just want to know why did you do that service service service sir don't quote company policy to me

young man there's a larger issue here I I agree in fact I I wanted to know if I could make a few departures from company guidelines maybe for a 30-day period period or so track the results and see

if the call back and referral margins go up and maybe we can set you up on your own floor hire support staff create a new line item in the corporate budget get your own job figured out first max then you can start worrying

about mine okay yes [Music] sir now Mr Harold wasn't really a bad man you see in fact he was really quite average just had a certain way of looking at his job and he wanted those who worked for him all those who worked

for him to look at their jobs in just the same way go get him [Music] boy discipline boy discipline and so as time went by Max learned exactly what Mr heral wanted even and he did it likewise Max put his all into following what

seemed to be the real New World guidelines of customer service and as time went by he came to know exactly what Mr Harold wanted and the volage adapter to allow your research team to use their laptops when they're out of

the country is that right but you have to understand it is our policy not to refund or replace after 30 days I'd be be happy to refer you to our customer service supervisor what will he tell you I

suspect he'll tell you the very same thing sir very well then sir we thank you and we appreciate your business not that we'll ever get anymore what was that I'm sure we'll see more and more the days passed by things were

going smoothly just like Mr Harold liked them to go but then one day a big day boy you're going out in the field you're going to learn from the pros so you're going to get a chance to finally

show what you can do oh it's a challenge I admit but like we always say around here challenge is just an opportunity we didn't ask for so I want you to go out there and remember everything you've learned everything I've taught you there

old customers out there we haven't heard from in a long time old friends and you're going to go out and retrieve them for me you're finally going to get to do what you've been trained to do so get out the elbow

grease scrap yourself in and go get the oration was meant to be motivating no question even inspiring the best of intentions were attached to every word all boys how y'all day I go get my gun and I'll be right

out okay Max come on get in the truck Max was truly excited to go out to the field fields and flush out game but he wouldn't leave the lawn and Max learned quickly that no matter how sincerely he restated company

policy to Lost customers they still had the same problems Mr Harold's lofty goals were not being achieved Mr Harold was perplexed get in that at first he tried to encouragement look boy I don't know what the problem is but see you need to look at this like

is an adventure that more than anything else is fun because with each old customer you talk to on that phone comes an opportunity to make a new friend yeah but they all hate me oh I remember you no you're the one who said no I

understand I understand I do but see those guys they want to go they're ready to go and see their dogs their dogs are ready to go you don't see those dogs lying around their chins on the ground do you the question

I'm starting to ask myself now is why am I paying you the kind of money I'm paying you when this is what I get in return huh can you answer me that you are supposed to be the best that money

can buy and look at you I give you your big chance your big opportunity to show what you can do and this is what you do with it come on there's all that brains and education an ambition you walked in

here with a few months [Music] ago so here we have have Max wondering why Mr Harold was so angry with him when he finally learned to stay on the grass no matter [Music] what and Max wondering why when he was

doing his level best to implement the connection between company policy and customer service was Mr Harold so thoroughly disgusted with his work time went by and one day Mr Harold's boss decided that what was lacking in his assignment

to bring back old customers was teamwork so he suggested to Mr Harold that he throw a little party for all the customer service reps why don't you do it in your own backyard he said it'll give it that Personal Touch and so he

did Max you haven't tried my Famous Ribs yet oh Well they melt in your mouth best thing you ever ate my uh hunting dog and I use the term Lally loves them so uh if the dog likes them well then I should

like them makes sense thank you [Music] sir yes well uh I hope you're enjoying the party hey everybody come on down here and let me show you what I've been working on all summer the party was a real success that Mr Harold was

particularly pleased I just needed to get these people to like me he thought now when I chew on them they'll know it's nothing personal yeah Dandy huh yep can't have a boat without a hat all right how you like this took me

three months sit there sit here at your Cher [Applause] [Music] go on the party go on party yeah I'm come on I'll go change I'll be all right [Music] [Music] you must know something about that hat that I

[Music] don't there was an interesting connection felt by Max and Max on that summer day though neither of them really knew what it was but nonetheless fate was having her way on that day proving that not all of the best ironies in life

are reserved for stories in story books as we might suppose and time went by