Want to learn how to engage people in ten seconds or less? Then head to Walmart and go through Jason Stone’s checkout line.
He’ll smile as you approach. He’ll say hello as he begins scanning your items. Then you’ll hear something different: “May I ask you the question of the day?”
It might be this: What weakness do you want to turn into a strength?
Or this: What has been your greatest adventure?
Or this: What do you miss most from when you were younger?
Jason arrives at work each day with a new question. He keeps it simple, brief, and relevant to all. As customers pass through his line, he kindly asks — and always gets a response.
Some people look up in surprise. Sometimes they ask him to repeat the question. Nearly everyone gives a thoughtful answer and ends up chatting with the world’s most inquisitive cashier.
Many of the Walmart customers are Jason Stone fans who look for him when they’re ready to check out. They want the question along with the friendly conversation that goes with it.
“It’s amazing what a question can do,” Jason says. “Questions are a great way to break the ice and to build relationships. People want to connect. They get excited.”
Jason is 25 years old, with a wiry build, long sideburns, and a free-form hairstyle that defies gravity. When he talks, it’s always with passion, and his hands fly around as if they’re trying to grab extra words.
He began his Walmart job at age 17, working his way through an associate’s degree from Columbus State Community College in Ohio. Now he’s half a year away from earning bachelor’s degrees in special education and psychology from Ohio State University.
Working the register can be “mundane,” Jason says, but he admits to loving the job. He sees it as more than just ringing up purchases. “I get paid to talk with people. It’s amazing.”
Jason has made countless friends in the process. One time, a group of curious young adults came through his line, eager to meet the question guy. They got to talking, they exchanged contact information, and one thing led to another. Jason ended up joining them on a house-building mission trip to Mexico.
Another time, two women came through his line speaking a foreign language. The younger one knew English, so Jason directed his question to her: “If you were meeting someone new, and you could instantly have them know one thing about you, what would it be?”
She translated the question for her friend, then she translated the response for Jason. The older woman wanted him to know that she had arrived from Iraq just two days earlier. Her husband had died in the war. Jason listened and nodded, offering his sympathy and welcoming her to the United States.
Jason’s co-workers know all about his question of the day. When he arrives at work, they ask him what he’ll be asking as his shift unfolds. Some of the cashiers at other stores are following his lead and asking their own conversation-starting questions.
Come to think of it, we can all follow his lead.
So let me ask you a question: What question will you be asking today to engage the people who pass through your life?
Jason would love to hear from you. Feel free to comment directly below. He’ll be stopping by this site every once in a while, and who knows, he just might respond — with a question!
For the story on how I met Jason, click here.
For a sampler of ten classic questions, click here.
If you’d like to meet Jason and experience his question of the day first hand, he works at the Walmart at 2700 Bethel Rd., Columbus, Ohio 43220. Tell him Tom sent you.
19 responses so far ↓
Zach @College for 10k // February 1, 2010 at 10:56 am |
Very cool!
I am currently enrolled at Columbus State and work in a grocery store. Seems like we have very similar stories!
It seems like it would be a very cool way to get to know people that you come in contact with on a semi-regular basis.
Which Wal-Mart does Jason work at?
I’d love to meet him!
Tom Terez // February 1, 2010 at 11:13 am |
Hi, Zach. Jason works at the Walmart at 2700 Bethel Rd. — at Bethel and Sawmill. You should stop by and say hi. You could always catch up with him on Facebook first.
Jason // February 2, 2010 at 2:49 pm |
Hey Zach… It’d be cool to meet you. I loved my time at Columbus State and you can tell from the story enjoy my job.
You should add me on facebook
http://www.facebook.com/jasonedwin
Corrie Ann // February 2, 2010 at 12:30 pm |
This is a wonderful example of being real. Tom, you never fail to amaze and surprise me by introducing new ideas and people who are changing the world. Just imagine how Jason’s one simple question has the potential to change a person’s life. I love this idea. Thanks for sharing.
And Jason – you are one amazing young man. If this is any indication of the impact you will have in the world, I am very confident your life will truly be blessed.
Tom Terez // February 2, 2010 at 4:46 pm |
Note to Jason (with thanks to Corrie for sparking the idea): Maybe you should write a book. You could compile your questions and tell stories about some of your interactions with folks.
Darold Ratliff // February 2, 2010 at 12:31 pm |
Sonds like Jason embodies the same principals that Marty Martinson had. You all need to read V.J. Smith’s Book, The Richest Man in Town, about another Walmart cahier, Marty Martinson who “engaged” theose who were fortunate to go throgh his line, too!
RogerT // February 2, 2010 at 2:20 pm |
While I admire Jason for having such a unique approach to life and people, I do not admire who he chooses to work for. Walmart is the 900 lb gorilla that is destroying small businesses and giving their employees sub-standard wages and healthcare. The following article at PSB.org outlines just how they are no good for our communities or our country for that matter.
http://www.pbs.org/wgbh/pages/frontline/shows/walmart/transform/protest.html
Tom Terez // February 2, 2010 at 4:57 pm |
You draw an important distinction here. There’s Walmart the huge corporation — and there are the folks who work at Walmart. My article was an instructional salute to one of the latter — and a tribute to all of the Jason equivalents, at Walmart and elsewhere, who work hard *and* bring a human touch to their interactions with customers and co-workers.
David Flake // February 2, 2010 at 2:52 pm |
Great insight! Making connections with others is something we should all attend to more often. I’m passing this blog on to our staff members who serve others (AKA “everyone”). The world needs more Jasons.
MeghanE // February 2, 2010 at 2:59 pm |
Jason has always been like this! Always friendly and talkative. I remember playing chase with him and a boy named David during 3rd grade recess! Way to be yourself Jason
Haleh // February 2, 2010 at 4:19 pm |
Very inspiring! Thanks, Tom, for highlighting Jason and his amazing story. Jason, I applaud you for finding a way to make such a difference in the lives of your customers. It’s unusual to be greeted with a smile, let alone be engaged in genuine conversation. I am also impressed with your managers and fellow employees at Wal-Mart for not putting pressure on you to conform to the old standards of how your duties should be performed. Managers are often under pressure to have their team members produce at a certain rate or run ‘x’ amount of sales per shift. Customer service, compassion, and building relationships take time and are hard to quantify. I can imagine that some managers might only see that your line moves slower than other lines. In some jobs, laughing is an indication that real ‘work’ is not being done. Thanks for helping change perceptions.
Terri // February 2, 2010 at 5:58 pm |
Jason, very inspirational! I like your approach! One thing I do as an icebreaker when I travel for my company is I request the meeting participants to “Tell Me Something Good.” Most people are shocked and stumble to come up with something. Perhaps one of your questions could be: “Can you share with me something good?” I like practicing gratitude and its great to hear positive thoughts from others in a world so burdened by negativity.
Ron Mann // February 2, 2010 at 8:24 pm |
I know Jason Stone. We attend the same church. He is a very caring person and uplifting to talk to. This article does not surprise me because he is an outstanding young man.
Vicki Watson // February 2, 2010 at 10:09 pm |
Hey Jason, you’re one-of-a-kind! Keep up the good work.
Rhonda Beard // February 2, 2010 at 11:55 pm |
Like Ron Mann, ‘this’ (taking genuine interest in everybody, whether @ work on not) does not surprise me …Jason is a wonderful young man with great family support…well many of them are unique characters too
.
Jason lives “a life of Love” and is secure in the Hands that hold him.
Jane Miller // February 3, 2010 at 8:42 am |
Yep, that’s Jason! Always positive, always with a smile! A true blessing to those who cross his path. Keep smiling and keeps us all looking at the brighter side of life and reminding us that investing time in people can really make a difference!
Kendall Brown-Clovis // February 4, 2010 at 10:37 am |
Jason,
I’m so happy Tom has taken the time to share your story. This is a wonderful way to approach life and a job which most seem to abhor. I cannot remember the last time a customer service person was friendly or engaged without prompting. You are an inspiration. Keep up the good work and your mission to change the world one person at a time!
Gloria Snider // February 6, 2010 at 6:34 pm |
Jason,
You sound like one awesome person! What a great way to go through life getting to know people by sharing thoughts. I love your responses to your customers’s responses.
Nancy // February 18, 2010 at 2:34 pm |
After reading this technique I started using it when I train classes. The response was so overwhelming I am going to do this for every class I teach. Not only is it fun and interesting but you also learn alot about people that help me teach them more effectively. Thank you!