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Unleashing Your Remarkable Potential
Issue 3.5 - January 30, 2006 - ISSN: 1551-6571
Creating a New Standard of Excellence – Six Things You Can Do
Recognizing that the time had come to replace our hot water heater, my wife called our plumber to schedule an appointment. She placed the call at about 11 a.m. When the agent asked, "Would you be available between one and three?" Lori asked, "Which day?" The agent replied "Today of course."
Hearing a strange noise coming from our furnace, another call was placed. Again, the appointment was made and the problem was solved the same day. (Are you surprised that the furnace and the plumbing company have the same ownership?)
Earlier this week my wife had a problem with her knee and after seeing our family doctor she was referred to a knee specialist - a specialist considered one of the best in Indianapolis. When she called for an appointment, I feared the worst. Instead, she had an appointment within 24 hours.
My guess is that as you read each of these short stories. You are surprised at the service we received. The fact is, this level of service should be the norm, but sadly isn't. Our experience has lowered the expectations of most of us.
The Good News
The good news in these examples is that it is easier than ever to stand out. When you are good, people will notice. When you are excellent, they will rave.
This goes for us personally, professionally, or as an organization.
Below are six steps that you can take to continue to raise your own standards of excellence. These steps will make it easier than ever to stand out, be noticed, and have greater levels of success and satisfaction.
What You Can Do
- Get a current check on performance. Talk to those you served, whether your family, coworkers or Customers. Find out from them, how well you are doing in meeting their expectations. Listen to their feedback. Don't justify your current performance or blame others. Simply listen.
- Determine the standard they want. Again, ask your Customers or those you serve for their input. Listen to their needs, wants and hopes.
- Determine the standard you want. Remember that their expectations may not be very high based on their experience. Take their feedback and ideas into account, but remember that it is your responsibility to set the level of excellence you want to reach. Set the bar is high as you wish.
- Under promise and over deliver. Taking the first three steps will heighten awareness and likely raise expectations immediately. As you work to grow your standards remember that you can reach your goal is small steps. Make promises based on your current capacity, not your fondest wish. Make the promise, then deliver more, then raise the level of your promise a bit the next time. Steady and slow wins the race – and remember it won’t take long to leave those you are racing with far behind. This approach will help you raise your standards, and the trust others have I you too.
- Ask "what's not excellent?" This question will help you continue to find ways to improve your standards and delivery. Ask this question of yourself, of your teammates, and of other interested parties.
- Measure performance. You've set new standards for yourself. The only way to reach them and maintain them is to measure your performance against those standards. Depending on the standards you are setting this may be very simple or quite complex. Don't make the measurement more difficult than necessary, but remember to measure.
It is clear that these steps have obvious application for serving Customers better. While I encourage you to consider their applications to customer service, I also hope you will consider using them in other areas on your life.
It's time to raise the bar. It's time to set new standards. Standards won’t raise themselves; we must raise them consciously and consistently. The steps above will help you take that conscious action.
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"You believe, as do I, that in a leadership role praise matters. However, I am currently working with someone who expects praise consistently for the job she is supposed to do…how do I balance giving her the encouragement she needs and getting her to reach beyond her basic job duties?"
- name withheld on request
Praise does matter. In fact, I wrote an article titled that!
While I think I understand your question, I don’t think the answer lies in "but". The answer lies in "and."
Perhaps the person seems to wear you out, seemingly needing so much praise. So what? Give it to them. And give them a vision of how much more they can achieve too. Provide the feedback to help the person stretch "beyond her basic job responsibilities" in an encouraging and supportive way.
Do you want this person to do more? It sure sounds like it! The best way do that is to engage that person’s imagination – help them see how much more value you know they can add. Help them see it, let them know you’ll support them, and let them know you belief in them.
It doesn't have to be "you are doing well but I need you to do more." It can be "you are doing well and look how much more value you can add – I believe in you."
Don’t give up, and don’t grow weary. Think and.
Kevin's Recommends
Team of Rivals
by Doris Kearns Goodwin
This is not your typical book recommendation in a professional and personal development newsletter.
This book is not short, and it is not a particularly easy read; but I love it. One of the best ways to learn about anything is to study the actions and behaviors of someone who is exemplary at that skill. Abraham Lincoln was an exemplary leader in many ways, and in this book you will gain many insights into his approach to leadership.
This book takes you far beyond the things you may have read or learned about Lincoln in the past. For example, did you realize that his Cabinet was made up of those who were his challengers for the Republican nomination and members of the opposing party, and that many of this group didn’t agree with him on major issues? From those facts alone I hope you can surmise that there are many lessons about building teams and consensus in these pages.
If you like history, especially American history this book will fascinate you. I recommend it for more pragmatic reasons. Read this book to apply the lessons and approaches of Lincoln to your own leadership challenges.
You can learn more and order a copy at Amazon.com.
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