Are you completing the job or providing an unparalleled experience?
“The good ones deliver value on the services they promise.
The great ones understand delivering on promises is the base requirement. It’s their non-negotiable standard.
What drives the great ones is the over-delivery of the intangibles that enhance the consumers experience.”
-Ray Zingler on Twitter
The service industry has taught me a lot.
Much like everything in life, there are levels to every game.
Some are playing below satisfactory, at satisfactory, above satisfactory, and then a select few have committed their lives to intentionally playing the game well beyond satisfactory.
It doesn’t mean that any of the above people are fundamentally better humans than the other, some are just playing the game of life on a different level.
I choose to focus on, work at, and learn from those playing the game at the highest level.
What are the Great ones doing?
How do they walk? How do they talk? How do they act? What does their body language project? How do they carry themselves?
I’ve learned that all these little details that seem to go overlooked by the masses are in fact some of the most important details of them all.
I mean how easy is it to do what you say you’ll do?
It’s quite literally the easiest thing in the world to follow through on your promises.
But as you have probably noticed, there are a ton of people who struggle with even this most basic concept.
It’s incredible how far ahead you can get in life if you simply follow through on what you say you’ll do.
It’s an honorable concept that the universe will reward you for if you do it consistently.
But I’ll tell you where you can really differentiate yourself.
By going above and beyond doing what you say you’ll do.
See I’ve learned that for the great ones, following through on their promises is the BARE minimum. That’s the fundamental, non-negotiable expectation.
For the great ones, their “promise” is the appetizer of the meal. It’s the introduction or the opportunity to set the table for the unparalleled experience they are excited to deliver.
Think about your last buying experience, whether it was a mattress or a haircut, the “thing” you bought, had serviced, etc. never fundamentally changed, but how that “thing” was explained, presented, delivered, and how the customer service representative treated you was what made or broke the overall experience.
The good ones deliver on their promises.
The great ones use their promises as the catalyst to deliver you a great experience.
