It’s true. You just never know when your world will be rocked. In all the best ways.
I was recently in San Francisco, staying in a downtown hotel, and just happened to be on my way to buy a needed morning coffee. On that walk, I met the amazing small business owner and social activist Mr. Olajuwon on the sidewalk just outside the hotel entrance.
At first, as I approached his set-up – it seemed unremarkable – just like any shoe-shine. The standard elevated chair with the tools of the shoe-shine trade arrayed below. Mr. O was preoccupied with cleaning things up, carefully brushing and dusting all surfaces.
But then I caught the whiff of – what? Incense? And wait, that was some catchy music!
I was immediately drawn to what was happening and felt compelled to talk to the man creating this experience.
Me: Can I ask you a question? I’m loving what you are doing here.
Mr O: Yep, uh huh!
Me: Can you tell me about the ambiance you are creating for your customers here?
Mr. O: Oh, just something simple. It’s almost as if they came to my house. I’m going to have some food for them. Here, my customers can sit down, relax, and have a great shine.
Me: [laughs] Because it’s like a whole meditative experience!
Mr O: It is! And I ask them what type of music they’d like to listen to. So they can be relaxed. And enjoy the experience.
Me: Beautiful. Thank you!
Mr. O: You’re welcome.
I was so struck by this interchange that I stopped by after getting my coffee and again engaged Mr. Olajuwon in conversation.
It turns out that he does much more than shine shoes. He gives away most of his earnings to local homeless people, focusing in particular on the children. He grew tearful as he related some stories about how tough some were doing it in urban San Francisco. He would regularly tour the local streets with food and clothing to meet what needs he could.
Mr O. leaned in, again with tears in his eyes, Sometimes I can just feel the world’s suffering. Just hearing the emotion behind his words brought me to tears as well.
While we were talking, another man stepped up to say hello to Mr. O., who introduced him to me as Mr. Corban…his attorney. What?
Mr. Corban explained that he had helped Mr. O. fight for the rights of the homeless, challenging a recent city ordinance that would have otherwise displaced the most disadvantaged without access to basic services.
Mind blown.
As our conversation wound down, Mr. O. said that he was the last remaining street-side shoe shine operator in all of urban San Francisco, a result, he said, of his competitors’ lack of good customer service. He, on the other hand, had a strong band of loyal repeat customers.
That I could well believe.
When I asked if Mr. O. it would be okay to tell his story on LinkedIn, he paused. That would be alright…if you’d be willing to make a donation to help my people. Thankfully, I had some cash in my pocket, which I handed over.
I well know that feeling of frustration or helplessness in the face of the big problems facing us in today’s world. Here are some of business and life lessons I learned from the inimitable Mr. Olajuwon that may serve to remind us of the power we all have:
Don’t just sell stuff. Create an experience your customers won’t forget and always leave them better off having known or experienced you.
Don’t be afraid to care, even when it hurts. Pain can be a great galvaniser, if you let it.
Taking action is the best way to get others to help you. Your actions can inspire others to act. Your inaction renders even the best of intentions moot.
Your story, your wisdom, has value. Maybe not to everyone…but to someone. Don’t be afraid to value it when the opportunity presents itself.
Has life handed you any unexpected inspirations?
