Winterthur

I love history so yesterday’s day trip to Winterthur (pronounced winter-tour), an American country estate located just outside Wilmington, Delaware was a treat. This former home of Henry Francis du Pont is located on 1,000 acres of pristine meadows, woodlands, waterways, and gardens. The 175-room mansion holds one of the richest collections of decorative arts made or used in America between 1640 and 1860 (nearly 90,000 items in all). The estate, which opened to the public almost 60 years ago is also an important research center for the study of American art and culture. But a tram operator named Duncan is the real story and timely leadership lesson from my visit.

The trams are used at Winterthur to provide a narrated tour of the 60 acre garden. Duncan made a grand entrance by announcing he was depressed about the Phillies loss the previous night to the Washington Nationals and we knew this would be no ordinary trip. We soon learned about his experience at the baseball game, his retirement from the automobile industry, and his love of Winterthur. He playfully heckled his riders, expertly called our attention to the flora and fauna along the roadway, and even surprised a fellow colleague with a “group hello” from his tram riders. His sense of humor, impeccable timing, and unabashed enthusiasm for the estate and his work was infectious.

As the tour came to a close at the main entrance to the mansion, my cousin asked Duncan about the dairy barn mentioned during the tour but off limits to guests. Without hesitation, and with a mischievous gleam in his eye, Duncan offered to take our group of four to see the barn. We piled back into the tram and a few minutes later were, not just driving by the remnants of this once thriving diary operation but, inside the barn for a behind the scenes view of the magnificent building. Duncan was like a kid in a candy store, excitedly pointing out unique aspects of the design, recounting statistics about the prize-winning herd of cows, and offering his unique perspectives about the estate and its patriarch Henry du Pont.

Needless to say we all wondered what repercussions Duncan might face as his tram arrived quite late at the visitors center with guests still on board. “Tell them we had a major breakdown,” he advised with a wide grin on his face. We all knew this wasn’t the first time Duncan had strayed from the prescribed tour route, nor would it be his last.

I trust Duncan’s boss realizes just what a gem her employee really is. It’s rare to find anyone fully engaged in their work and loving every minute of it. The American business landscape is littered with far too many examples of surly employees, automated attendants, and underwhelming customer service. It was refreshing to meet someone so dedicated to one simple task, giving the customer more than he or she expected. That is exactly what Duncan did for our small party of four. We left Winterthur impressed by the stunning surroundings, the magnificent decor, the fabulous furnishings, and the unusual collections of decorative art. Yet it was Duncan, and his exemplary customer service that will bring us back for future visits and encourage us to become ambassadors for this special country estate.

Leaders who regularly read this blog can learn a lesson or two from Duncan’s example. Giving employees some latitude to make customers happy is a risk worth taking. Empowering your staff to exceed the needs of those they serve will create a loyal tribe of followers for your brand. Thanks, Duncan, for making our trip to Winterthur more than just another history lesson! We left having made a new friend.