The Fred Factor by Mark Sanborn is based on the author’s observations of the work habits of his very memorable postal carrier, Fred Shea. The author was intrigued by the quality of customer service that Fred extended to all the customers on his route despite the constraints of his role as a member of the US Postal Service. Mr. Sanborn’s observations led him to write this book as a guide for both employees and organizations to improve their level of involvement and accomplishment in every aspect of their work.
The Fred Factor
