To finance highway construction and to address increasing population growth, the county governments of Central Florida have constructed a series of toll roads over the past ten to fifteen years.    

Also, in an effort to reduce wait times at toll booths and increase traffic throughput, electronic sensors, or “Sun-Passes,” are offered as an easy and convenient way to pay for tolls through credit card or deposit deduction.           

Now, it has become a normal part of driving to go through a toll booth at 40+ mph and hear a familiar “beep” indicating that your toll has been paid.  This happens as you pass by the long line of those cars in the “Cash Only” lanes. You can’t help but wonder why these drivers haven’t figured out the advantage of the “SunPass” system.      

Well, this would be the case for all but one particular “Cash Only” lane.  

For some time, people wondered why this particular “Cash Lane” on Toll Road 408 was always backed up.  What was even more perplexing was that many of those cars had a SunPass allowing them to pass through an adjacent toll booth in seconds.  Why would anyone wait for five minutes just to pay a toll, when they could easily have paid for it in just a few seconds?     

Well, the answer is “Bill,” the tollbooth operator.  It turns out that Bill has a talent for making friends easily and has a very engaging personality. 

But what makes Bill so special? Well, Bill smiles and makes eye contact.  Bill listens. Bill remembers you. Bill makes change quickly.  Bill asks questions. Bill speaks with enthusiasm. And, Bill wishes you a great day.      

So simple … yet so real.                                                    

As you participate in or lead a Buzz Session today, take a moment to think about Bill when it comes time to reinforce your Spotlight Behavior.        

Think about all the people who consider seeing and talking with Bill as part of their normal day. Think about how Bill has overcome the transactional nature of his job to develop great relationships.  And, think about Bill’s boss who now understands why his line is always the longest.               

It’s not about the transaction; it’s all about relationships that develop from the transaction.  It only requires one very important ingredient – You!          

Until Next Friday,