Wednesday Words

To Go Where Your VisionPoints, a few inspiration points for you and your business.

Our mission statement about treating people with respect and dignity is not just words, but a creed we live by every day. You can’t expect your employees to exceed the expectations of your customers if you don’t exceed the employees’ expectations of management.
—Howard Schultz

Truth is, it’s almost pathetically easy to exceed customers’ expectations these days. When we’re the customers, we have our hopes set pretty darned low.

No wonder, when so many companies are busy eroding the trust their staff has in them, looking for ways to treat them in the way that does the least harm (to the company) instead of the way that does the most good (for the employees).

The natural human reaction is for staff to look for ways to do the least harm (to their jobs).

Instead of doing the best job (for the customer).

So some customers reset the bar even lower; some vow Never Again; the cycle continues.

When you’ve got budgets and deadlines and fires to put out, it takes guts to stop that vicious cycle. To guard your company’s long-term health. To realize there’s only one way out:

Change that oddly adversarial relationship between you, and the people who are your living, breathing company. Start giving your staff 100%. One day, they might give you 100% (and feel great about it).

And like Mr. Schultz says, when they can trust in you to treat them right, they might even give your customers 100%—or my favorite mathematical impossibility, 110%.

(Now that would exceed my expectations.)

It might not be mathematically possible, but it’s possible to make it feel like your customers are getting 110%, so they never say Never Again about your Customer Experience.

Treat your staff like the most precious resource your company has.

If that’s so obvious, why isn’t everyone doing it?


Grow and be well,

Kelly Erickson