Some of the best lessons come from the most unlikely places. This month I share my insights picked up from a fantastic service provider with an attitude we can all benefit from.
Thanks, Alma, for reminding me of these important business and personal lessons.
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Lessons From Alma
There are some people that come into your life for a reason and others for season. A few months ago I was blessed with the opportunity to move into my new home. Although it was built in 1950, the previous owner had remodeled the entire house keeping some of the old and adding new touches to make it the “homiest” residence I have ever lived in. The previous owner made one important demand: I must keep Alma on board. She stated Alma would change my life and attitude about living in general. I had no idea why she was so insistent, but I’m a smart man, so I know when a woman is persistent you just listen.
One afternoon I received a call from Alma stating she was coming to clean my house on the same schedule she had been on for the past 15 years. When I arrived home that evening I felt that I had entered a comfortable bed and breakfast that employed a full time service crew! My home was completely transformed, with pillows fluffed, origami tied into the tissues and the drawers complete organized. I felt like all my challenges disappeared, even if only briefly.
After the first couple of months, I would come home to an experience of service so over the top I decided it was time for me to meet Alma to learn where the dedication and work ethic derived from. Alma stated that to me if you’re doing a job, you should always do your best and give 100 percent. It does not matter what the job is, just give it your all. I also asked her why it appeared every time she came she would do something extra. She reminded me that she had been taking care of the house for over 15 years and you can only have retention by demonstrating you have the capacity to see the little things that make a difference. If you don’t, you begin to look just like everyone else and people see no differentiation. I asked her one final question–why is it I never have to tell her what to do. She responded by saying that initiative is everything. We all have an opportunity to take initiative, so if you know what to do, just do it. I believe I heard this before, from a certain shoe campaign slogan from the 80′s. How do we apply these lessons to business?
Applying Alma’s Techniques to Business
Give it your best ALL of the time. It may not be the perfect job, but giving your best is something you can’t turn on or off. You have to practice it, asking yourself what else you can do to make it even better. You never know who is watching, it may be someone that can offer you the perfect role you desire.
Secondly, it’s easier to retain a customer than to find a new one. All businesses have the opportunity to provide a WOW experience. It doesn’t have to be something that cost a lot, let it be something that demonstrates you’re listening.
Finally we learned from Alma taking initiative is an attitude. It sounds simple, but even in our challenging economy, it’s still hard to believe a lot of people will do only what they have to in order to get by. A “just do it” attitude today can literally save your job, or help you find a new one.
These lessons are nothing new, but they are timely and help us reflect on our ability to use our effort and creativity to provide a memorable experience for others. I can only guarantee one thing by doing so–someone will provide a memorable experience for you.
