Does Your Work Demonstrate Excellence?
As I sit here, waiting in my home office for a contractor to finish a plumbing project that was going to take 5 days, on day 12, I am reminded that many people have forgotten the value of excellence. It used to be that a man’s word was his bond and that a handshake meant that is was as good as done.
What happened to excellence? Has it disappeared? Has the ability to wow customers with an unforgettable experience been lost to past generations?
And so I ask you, do you bring excellence to your workplace?
Webster defines ‘excellence’ as “the quality of being outstanding or extremely good.” When was the last time you saw this demonstrated in a store, restaurant or business? Chick-fil-A consistently hires top-notch individuals who deliver food to you with a smile and mean it when they say “My pleasure!”
However, when was the last time you saw this in a home improvement store? Most of the time you walk into one of those big box stores and you can hardly find an employee, let alone anyone who knows the answer to the question you are asking and is willing to help.
My wife Martha and I walked into Lowes in Largo yesterday. We needed to buy touch-up paint to fix the 17 holes created by the plumbing project. We didn’t have enough paint leftover from the initial painting. Oh, how I dread going to the painting desk. There is always a line and it is such a hassle getting the paint to match.
However, this trip was different.
STAND OUT FROM THE CROWD
During this trip, two employees, Shannon and Cara, displayed excellence in everything they did. They greeted us with a smile. They asked the right questions to help us match the paint correctly. They were friendly and conversational. The first paint they mixed up didn’t match so they started over again with a smile on their face. They engaged us in thoughtful dialogue and, in the end, we got the paint perfectly matched and had a delightful experience. Every step they delivered with excellence.
Wow – that experience won me over as a customer for years.
What kind of experience are you delivering to your customers? Are your customers writing about you in their blog? Are you delivering excellence in your work with your attitude, actions, and product?
IF YOU DELIVER IT, THEY WILL COME
Excellence is measured in retention. If your customers keep coming back, you are doing something right. Do more of that and your business will grow. Be smart; deliver excellence with every move you make today. Your clients will notice and your bottom line will be impacted.
When excellence is delivered, everybody wins.
About the Author, Jim Brangenberg
Jim's Mission: To transform Christian-run businesses through mentoring Christian Business Owners (CBOs) by incorporating the servant leadership of Jesus Christ in their businesses, their home life and their walk with Christ.