In viewing businesses, one often finds situations that are inappropriate or inadequate. As leaders, managers, directors and executives, it is critical to the organization that these negatives are fixed, and as quickly as possible. Not addressing these problems can mean the difference between success and failure. However, for maximum success, it takes more.
As noted in The Wrong Bottom Line and How to Change It,: fixing problems only results in no problems. While that is a notable achievement, it is not indicative of the most successful. They require something beyond.
Some managers and owners greet customers and go from table to table thanking them for being there. Some CEOs and supervisors routinely recognize facets of the business and departments. Some even offer routine awards. These are all well and good. However, the best go beyond the routine, and really pay attention to specific individuals and specific situations. That may not be necessary, but it makes a significant difference. The following is a good example.
Recently, a small group was eating in an Outback restaurant in the Treasure Valley. This one is located at 7189 Overland Rd..
At this Outback, the service was adequate. There were no significant goofs. The server did not spill the soup on the guests. The orders were correct. The server was very pleasant and appropriate. The food was fine. Because of some minor errors however, the service could have been better. That was not good enough for a very attentive owner.
Near the end of the meal, the owner, Bill Emele, went over to the group and apologized for what he deemed as not good enough service. He then presented a gift card as a tangible token of his concern and commitment.
There are important points here that can be applied to many situations.
First, Mr. Emele believes that “okay” isn’t good enough.
Second, he does not respond to a just adequate situation by negatively berating those involved–blaming.
Third, he is willing to illustrate his concerns in a positive way–with words and an actual financial token.
Fourth, Mr. Emele pays attention to individuals and individual situations. In a crowded restaurant, being aware of less-than-best situations takes some significant attention. Obviously, this owner made it a point to make that effort.
These points can be applied to your customers, your employees, even your home; they may not be necessary, but they do make a difference.