How to start a revolution
January 25, 2010People seem to think building an extraordinary business is impossible. But consider: how hard is it to turn “ordinary” into something better?
The significant other and I were in a restaurant, a new location of a well-established local eatery. It’s not a terribly expensive place, but it’s not a sports bar, either.
Long story short: at the end of the meal, I grabbed the sevrer’s copy of the bill and wrote, “Excellent service, thanks Jennifer.”
The fella looked at me and said, “Are you trying to start something?”
He was wearing his smartass grin, but I wasn’t sure what he was driving at.
“What?”
“Are you trying to start a revolution?”
Now there is an excellent idea.
You’re probably wondering what stupendous feats Jennifer performed to spark the organized overthrow of mediocre restaurant service. You might be surprised at the answer.
She was relaxed, gracious, and engaged. She made eye contact when she spoke to us, and gave me a straight answer about what she heard from other customers when I was torn between two menu items. She didn’t bow, scrape, or fawn all over us, she wasn’t in a rush to get away from the table, and she didn’t call us “guys” or “yas” (which has been adopted as the plural form of “you” in some restaurants). She made us both feel at ease, like welcome guests instead of the pair at table four.
That’s it. That’s all it took to get a written compliment on the bill. And it’s sad to realize how rarely it happens.
Maybe we should be dining at higher-end eateries, but that isn’t the point.
Something happens when you go out of your way to compliment someone on doing something well. Not to them, to you. Something shifts in your head. You start to think about where you set the bar for the people you do business with. You become less willing to compromise on quality. You notice the people who step away from the herd.
You find yourself less willing to let your own work slide.
Small details can make or break a customer experience. It’s the same with revolutions, even small ones: they begin with an idea, and spread, one mind at a time.
Over to you: how do you define “extraordinary?” How would you start a revolution in your own thinking or your own work? When was the last time you gave someone a heartfelt compliment on a job well done?
The opposite side of the coin: what to do when the service is less than exemplary?
Usually I still tip but last night the waiter let me sit for 15 minutes before even approaching me (I was waiting for two friends but for all he knew, I was alone). And, all night long he continued to neglect us and everyone else in his section as he was rarely in the dining area (this was at a restaurant/music venue so we couldn’t yell for him – not that I would be so crass).
At one point, when my waving hand continued to elicit no response, a young fellow from another table rescued me, grabbing the waiter and sending him my way. I watched another waiter while he worked his section. What a contrast!
Okay, enough with the details but, as this was only last night, the experience is still fresh.
My friend and I decided we couldn’t reward such poor service but I also chose to advise him, pulling him aside, almost apologetically, explaining in kindly, motherly tones how to properly wait tables and serve customers. I even said I was debating about whether to tip which at least gave him a chance. Did he care? Not a whit. Did he thank me for sharing my expertise or even apologize? No…all he said was that it was my call. Well, you can guess what I did.
If you’ve seen the movie A Single Man you’ll see how a simple compliment can make a difference to not only the one complimented but it can also connect you to others, strengthen you attachment to the world and brighten your day. And don’t forget the ripple effect.
(BTW There are any other reasons to see the movie from the acting, the sets, the story etc.)
Whew…what a rant!
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Stacey Cornelius Reply:
January 25th, 2010 at 12:08 pm
The ripple effect. Nicely put, Lynn.
We can ripple for good, or ripple for mediocrity. Yours is another example of how easy it is to go either way.
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Oops…hate those typos!!!
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I couldn’t agree more – though I tend to do it in reverse.
Every time I see shoddy service it makes me try even harder to make sure that I provide people with my very best and don’t end up like the people I’m cursing about!
I also go out of my way to tell people when they have done a good job as I think not enough people do that – dare I say it – especially here in the UK ;o)
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Stacey Cornelius Reply:
January 25th, 2010 at 12:23 pm
Yes, well, I wrote the thank you on the bill rather than telling the manager, because making a fuss can get my Canadian citizenship revoked
There is that old saying of becoming the thing you hate the most – shoddy service propelling you to do your best work is a good way to use it as motivation.
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After 12 years in the restaurant business one learns the absolute truth that word of mouth rules the day. And unlike businesses that give you something to take home with you and obsess about whether or not you made the right purchase decision, that business provides nothing more than ambiance and a full stomach. Kudos to the server who made the experience awesome and to you for recognizing the great service provided. As consumers we need to step up expectations and stop settling for whatever gets thrown at us, whether it is traditional thinking or just an ill-advised alternative. Just because “it’s always been okay to do it like this” doesn’t mean it’s going to be that way forever.
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Stacey Cornelius Reply:
January 25th, 2010 at 3:38 pm
Exactly, Gary – we accept mediocrity because there’s so much of it. And there is the golden opportunity for smart people like us.
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Extraordinary is something that makes you stop from what you are doing and think “This is great!”, extraordinary is your product/service when a customer tells you how much she loves it, extraordinary is something that makes a difference and starts a revolution.
A revolution can be started by building something extraordinary.
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Stacey Cornelius Reply:
January 25th, 2010 at 4:30 pm
Small things lead to big things. It doesn’t seem so daunting when you reframe it that way.
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Eugen Oprea Reply:
January 25th, 2010 at 4:44 pm
True.
Personally, I try to start small, but think big.
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Stacey Cornelius Reply:
January 25th, 2010 at 4:49 pm
Way to rock it, Eugen!
What I took away from this is that by reminding myself to acknowledge attentive service, to see the smile on the face of the recipient of my compliment, encourages me to think about the kind of “service” I give. Why would I be complimented? What could I do to make the person on the other side feel good?
It keeps me on my toes because I have never forgotten how good it felt and still feels to be treated with care.
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Stacey Cornelius Reply:
January 25th, 2010 at 5:32 pm
Exactly. It’s give and take. When you’re in business, of course you want to do something you enjoy and that you’re passionate about. But without your customers, you’re out of business. It works the same when you’re not selling anything.
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It’s been my habit for a long while now to acknowledge those around me who have helped me, have written something I enjoy, or who’ve done something wonderful (no matter how small). Sometimes the smallest kindness can totally make my day.
But I love how you’ve turned that idea around to look at how we manage our business. Extraordinary or Remarkable are what sets some apart from others. And you are so right that even the small things can be really big.
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Stacey Cornelius Reply:
January 25th, 2010 at 5:34 pm
You’re right, Carole, small things make a big difference. Maybe it’s because small things tend to be the most thoughtful.
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[...] This post was mentioned on Twitter by Eugen Oprea, Rachel Mathews, Rachel Mathews, Stacey Cornelius, Carole Brown and others. Carole Brown said: RT @eugenoprea: How do you define “extraordinary?” How would you start a revolution? – http://bit.ly/4PoGAi (via @thestudiosource) [...]
With my Ebay business I always make it a point to tell a customer how “gracious” they have been when handling a situation.
I think people should always be told when they have good manors and a civil disposition because that is what seems to be lacking in the our culture ( in the US that is).
I remember when I lived in Toronto a number of years ago and people would ask us what we saw as different in the Canadian culture we always said…”People are more civilized”…we need to encourage that type of behavior.
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Stacey Cornelius Reply:
January 26th, 2010 at 7:52 pm
We might be slipping a little, Kathy, but we’re trying.
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[...] that conditioning gives you a perfect opportunity to open up a mind. To start a quiet revolution. To become a champion for your [...]