Seth Godin, one of my favorite authors and bloggers was recently writing about Excellence a subject that he has written about for over 25 years. This blog really hit home with me and I will explain why, but first, I have to give you Seth’s definition of Excellence……you will love this!
“Excellence means that you’re indespensible. At least right now, in the moment, there’s no one else I would choose but you. YOU, the excellent one, are so surprising, so delightful, so over-the-top and, yes, so human that there really isn’t anyone else I’d rather dance with.
Excellence is NOT about meeting spec, it’s about setting the spec. it defines what the consumer sees as quality right this minute, and tomorrow, if you’re good, you’ll reset that expectation again. The sure fire way to achieve excellence, then, is not to create a written spec and match it. The surefire way is to be human. To be artistic: to make a connection with the customer and to somehow change them for the better.” …….. Now my story……..
I’m in New York this past weekend staying at the Park Central Hotel and bottom line they met the spec: clean room, nice bedding, friendly staff and New York rates. My stay for three days is…ok…. until I arrive back home and realize I left two articles of clothing in the closet while rushing out the door….clearly my error, my fault!
Now I need some HELP….. some customer service …….The Park Hotel has an opportunity to show their stuff…….
For the first 48 hours the best I could do was an operator who didn’t have a clue as to where to send me……voice mail after voice mail….No call backs, No human interaction…..NO SERVICE……. Is there anybody who cares about the customer…..HELLO…..how about a real human interaction and not a voice mail!!
I begged the operator to find one person to simply get in the elevator, go to the 16th floor, room 1614 and retrieve my clothing…..simply out of the question!
Mediocrity has become the norm……the same old garden variety service……products that meet spec….and people simply making a transaction.
My belief is that people are sick of being mediocre, they want to get better but simply don’t know where to begin. The situation is just begging for LEADERSHIP, for someone who has a LOVE and PASSION for their work and a strong sense of PURPOSE that INSPIRES and CONNECTS others to their cause!
Is your leadership inspiring others?
Is your sense of purpose and love for your work so compelling that others want to be part of it?
Would people describe you and your team as being all about excellence?
“If you love something, you’ll bring so much of it that it will create your future.”
Francis Ford Coppola
Excellence: Further reading on the subject.
- I just finished reading Roy Williams (NC Coach) book “Hard Work”, he’s all about excellence, very inspiring book.
- Tom Peters author of “In Search of Excellence” has a great website and blog that is dedicated to the study of excellent people, excellent businesses and pact with inspiring stories. http://www.tompeters.com/
- Seth Godin http://sethgodin.typepad.com/
BUILT TO LEAD 