Lonnie

Over the past few weeks, we have stressed the importance of resiliency in both our work and personal lives.  Themes such as the ability to overcome setbacks, taking pride in your work (and your uniform!), being present in the present, and the need to leave a legacy have provided the backbone for our discussions.  This week, we will move away from the theoretical and into the concrete.  I have now witnessed the manifestation of all of these themes.  He is the embodiment of the Resilient Worker and the subject of our first (but not last)  in-depth portrait.  Ladies and gentlemen, meet Lonnie “Shoedini 2” Gaines.

Deep in the heart of the new Marriott Marquis in Downtown Washington, DC is an idyllic shoe stand with an exuberant, loquacious host.  Lonnie Gaines is a retired postal office employee and army reserves specialist with a relentless focus on customer service.  When reflecting on his career, he refused to refer to himself as “just a letter carrier”.  He viewed himself as part of the fabric of the neighborhood and a man who “delivered tidings of good news and hope” to all of the customers on his route.  This was not just a job to “put a chicken on the table”.  Lonnie was passionate about his craft and the people on his route were inspired by his enthusiasm and dedication.  Lonnie took pride in his work and took pride in his uniform.

But 20 years into his service, an old knee injury flared up and Lonnie was unable to effectively walk his route.  Devastated but still determined, Lonnie was placed in the front-office role of greeting customers as they entered the post office.  Instead of sulking, he quickly embraced his new position and put all of his energy into making these customers feel as happy and welcome as possible.  It opened up his eyes to the world of customer service.

“Find your niche and pursue it with passion.  The rest will take of itself “- Lonnie Gaines

The temporary setback turned out to be a blessing.  Lonnie’s resiliency allowed him to reach thousands of customers and brighten up an entire district with his infectious optimism.  After another 10 years, Lonnie was facing mandatory retirement and it was time to embark on the next chapter of his life.  At first, he thought he would sleep in, play some cards and quietly pass the time.  But after a week, it was clear that Lonnie needed to find additional meaning in his life.  He did not want to look back and enjoy happiness in the rearview mirror.  It was time to be present in the present!  A fateful trip to the VA Hospital provided the next chapter to his legacy.

Before addressing his knee issue, Lonnie stopped by the shine stand in the lobby of the hospital. It was here it first dawned on him that the shoe shine business could be his next calling.  He immediately recognized the customer service angle and certainly had the personality for the role.  But it was not until he linked up with his father-figure and mentor (the original “Shoedini”!) that he realized the significance of the trade.  His friend taught him that it was not about “polish and rags”.  This was an art form that you had to passionately believe in order to master.  Furthermore, it was  a way to pass on a culture from one generation to the next.  In a world where our younger generation is glued to their phones and tablets, this craft provides a way for them to interact and connect with their peers and adults on a personal level.  Lonnie went into business as a shoe shine entrepreneur to inspire those connections with the younger generation.   In essence, shining shoes was not just something to pass the time, but a way to change the world!  (As a side note, since he views it as an art form, this is the best shoe shine you can get in the DC area).

How many of us view our jobs as an opportunity to change the world? Do we view our setbacks as a defeat or an opportunity? Do we take pride in the little things and big things in our lives?  How do we want to be perceived?  What is our legacy to the next generation?  It doesn’t take a hero to change the world.  Some would view Lonnie as a retired postal worker who shines shoes.  Because of his resilient attitude and relentless enthusiasm, Lonnie has become an inspiring customer service professional who has positively impacted an entire generation.

Most of our adult lives are dedicated to some form of work.  Whether you are a homemaker, working in a cube, or managing from the corner office, your life should be about more than  “putting a chicken on the table”.  Work with pride!   Relentlessly pursue your dreams!  Find your niche and pursue it with passion! And most of all, stay resilient and move forward despite all the setbacks.  Life is what you make of it.  Go out and make the world a better place.

And, while you’re at it,  don’t forget to take good care of your shoes.

Until next week, keep smiling!

Rob