The dictionary defines the word extraordinary as highly exceptional and remarkable, going beyond what is usual or customary.
The world around us is changing fast. Companies are selling
a product or a service to someone that may have a better value than its
competitor. But we all sell experiences.
Whether you sell the latest I-phone or
a new pair of Air Jordan shoes, it’s how people feel about the products they
purchased. But, in some places the experiences we sell to the customer comes
from the people delivering the extraordinary remarkable service.
For example at Zappos, their philosophy is to Deliver the Wow through their service. I
want to share with you a statement from their core values they highly stress in
their culture of WOW service- “You must
do something that's above and beyond what's expected. And whatever you do must
have an emotional impact on the receiver. We are not an average company, our
service is not average, and we don't want our people to be average. We expect
every employee to deliver WOW. “
In other words, we have to deliver the extraordinary. We don’t
want ordinary or just to be average. Extraordinary is something each us has to
remember when we want to create a better value to our customers. Customers don’t
remember ordinary, they remember extraordinary. Everyone can make a memorable
difference.
So, how can we be become extraordinary? What are three
essentials for remarkable performances?
Be a value creator
When we think about value, we think about how to add more
value to take our product or service to a higher level. It’s about the EXTRA
stuff. It’s about the BONUS for the customer. We can add more value by going above
the expectations. It’s what I call the Surprise and Delight moments that our
customers remember. Something they didn’t anticipate or expected but created a
memory they will never forget because of your service. Here is one quick
suggestion-perform Random Acts of Kindness daily.
Be a problem solver
Customers love problem-solvers. Mistakes happen sometimes
and we have to show the ability to step up and own them. Sometimes problems occur
because of someone else, but in order to be extraordinary, we have to solve
problems we may have not have created ourselves.
Here is a quick
suggestion-When you are facing a problem, think about the other person having
the problem and how would you like to be treated if that problem was yours? Change
the perspective and you begin to realize how important it is to have the problem
resolved immediately. Don’t’ be a problem spotter, but be a problem solver.
Be a team player
Going from ordinary to extraordinary is a team play. The
days of one person making a difference is long gone. If we want to make a
positive remarkable difference, it involves other people. It involves adding
value and helping other people become better than they are.
It’s the leadership
test of whether someone is better because of you. Here is a quick
suggestion-find a way to reach out and try to add something to someone’s day.
Find a way to help them in some way. They will be sure to appreciate it. If you
are part of a team, it’s the contribution we make to the total team effort.
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