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The Business Will Provide a Uniformly Predictable Service to the Customer

While the business must look orderly, it is not sufficient; the business must also act orderly. It must do things in a predictable, uniform way.

I went to a barber, who, in our first meeting, gave me one of the best haircuts I ever had. He was a master with the scissors and used them exclusively, never resorting to electric sheers as so many others do. Before cutting my hair, he insisted on washing it, explaining that the washing made cutting easier. During the haircut, one of his assistants kept my cup of coffee fresh. In all, the experience was delightful, so I made an appointment to return.

When I returned, however, everything had changed. Instead of using the y, he used the shears about 50 percent of the time. He not only didn’t wash my hair but he never even mentioned it. The assistant did bring me a cup of but only once, never to return. Nonetheless, the haircut was again excellent.,

Several weeks later, I returned for a third appointment. This time, the barber did wash my hair, but after cutting it, preliminary to a final trim. This time he again used the scissors exclusively, but, unlike the first two times, no coffee was served, although he did ask if I would like a glass of wine. At first I thought it might be the assistants day off, but she soon appeared, busily working with the inventory near the front of the shop.

As I left, something in me decided not to go back. It certainly wasn‘t the haircut–he did an excellent job. It wasn‘t the barber. He was pleasant, affable, seemed to know his business. It was something more essential than that.

There was absolutely no consistency to the experience.

The expectations created at the first meeting were violated at each subsequent visit. I wasn‘t sure what to expect. And something in me wanted to be sure. I wanted an experience I could repeat by making the choice to return.

The unpredictability said nothing about the barber, other than he was constantly– and arbitrarily–changing my experience for me. He was in control of his experience, not I. And he demonstrated little sensitivity to the impact of his behavior on me. He was running the business for him, not me. And by doing so, he was depriving me of the experience of making a decision to patronize his business for my own reasons, whatever they might have been.

It didn‘t matter what I wanted.

It didn‘t matter that I enjoyed the sound of the scissors and somehow equated them with a professional haircut.

It didn‘t matter that I enjoyed being waited on by his assistant.

It didn‘t matter that I enjoyed the experience of having my hair washed before he set to work and that I actually believed it would improve the quality of the haircut.

I would have been embarrassed to ask for these things, let alone to give my reasons for wanting them. They were all so totally emotional, so illogical. How could I have explained them or justified them, without appearing to be a boob?

What the barber did was to give me a delightful experience and then take it away.

What you do in your business is not nearly as important as doing what you do the same way, each and every time.

-Anonymous, January 25th, 2019

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Legacy

A few weeks ago, I lost a dear friend with whom I had worked with for nearly 20 years. At the funeral, her daughter talked about her mother’s legacy. I thought I knew Miss Jean well, but I learned much more about her that day. From the outside looking in, she wasn’t anything special – she wasn’t a manager or a leader – she just showed up for work everyday and did her job in the accounting department, which she did very well. She lived a very quiet, simple life.

Her daughter continued talking about her mother’s legacy and her impact on the world around her. As she closed out the celebration of her mother’s life, she asked each of us to consider what our legacy would be when we left this world.

The thesaurus within my computer states there are two meaning to the word legacy: bequest and relic. For this particular discussion, let’s choose relic. My thesaurus listed 8 synonyms for relic of which we will choose two: residue and remainder. Finally, my computer’s dictionary describes legacy as “something from the past”. Boom – case closed. Our legacy is our residue, our remainder – the things we leave behind (good or bad) that define who we were to those who were around us.

To me, Miss Jean’s legacy was one of “others first, me second”. She had an uncanny ability to sense when I needed some encouragement. During such times, it was not unusual to find slid under my office door a card from her with a handwritten note of encouragement. I can’t tell you how many times her thoughtfulness made my day much brighter.

So, what does this have to do with our business environment? Everything. From your associates to your customers to your vendors and everyone in between that you encounter, you will leave a legacy. What will yours be? What will you leave behind for your associates and customers to remember you by? Some may not care, but I believe most people want to be remembered for the difference they made with the folks within their sphere of influence. Don’t minimize the impact you have on those around you. You as a business owner have a tremendous obligation to your associates and your customers. Teach them. Train them. Treat them with respect. Make a positive difference wherever you can, and your legacy will be one you and your family will be proud of. One final thought for you to chew on: you are now becoming what you someday wish to be for today’s thoughts and behaviors shape your future.

How do your customers, vendors, and associates perceive you?

-Eddie Hight, November 9th, 2018

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Big Adventure!

Change makes everybody a little apprehensive, nervous, scared, whatever term you might want to use. Some people let it make them lose focus on everything else. Somehow folks got the impression that change equaled “BAD”. However, over the years I have learned not to make up my mind too quickly.

It’s like starting a new job. Everyone is not on their “A game” everyday. Additionally, some folks just don’t trust the new guy easily. Usually it takes a while to really get to know a person, and goes for both sides, you and them.

Another mistake is passing judgement too quickly on new things. When Windows first came out, I ignored it saying, “It’s just a passing phase.” Boy was I wrong! A couple of years later, I was way behind and had to catch up quickly. This made learning it so much more difficult.

Then came along cell phones and “Smart phones”. Some folks thought the phone was good enough and did not want to change. But as technology changed, they were forced to. These days, who would be anywhere without their smart phone?

Along come changes at work. The initial thought is “WHY??” But, again, change is not bad. Maybe a new leader, procedure, idea, job title, etc. is going to be “Great!”, but how will one know if it is not given a chance?

In all these examples, the “change” puts people out of their “COMFORT ZONE”. And we just do not like it. We are comfortable knowing everyone around us, knowing how to follow routine, knowing how to do what is needed, and, knowing how to use the tools provided.

Almost every time like throws me a new curve, it has been for the better! Look at getting out of your comfort zone as something new and exciting! Old routines can get to be, well, just boring. Take on new challenges willingly! Look at new situations, ideas, technology, ect., as a big adventure! Being nervously excited is part of the adventure. Take a deep breath, do it again, now move forward. That’s the first step.

-Joyce Guest, November 2nd, 2018

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Make Your Bed!

Make your bed every morning! This may seem like a useless task; why bother your just going to mess it up again.  Life does not require you to make your bed every morning and an unmade bed does not stop you from going to sleep each night. However, when you make your bed, it will help change your mindset and attitude. Doing this little task each morning will give you a sense of pride and accomplishment. Your first task of the day is done, and it will encourage you to do another and another.  Doing this little task matters; you will feel the difference on the first day.  Keep in mind that if you can’t do the little things right, it is hard to accomplish the bigger things.  After a long day of work, you will enjoy sleeping in a made bed, that you made, and that little task will give you encouragement that tomorrow will be better.

Little tasks matter at your dealership as well; one of the little tasks that should not be skipped is your morning staff meeting.  It should be your first task of the day with the goal to encourage your staff to be focused on all the other little tasks that should be accomplished that day.  This, in turn, will help motivate your staff to accomplish the big things.  Not having a morning meeting leaves you and your staff unorganized and unable to do the little things right the first time.

-Virginia Witter, June 22nd, 2018