Last week, I underwent rotator cuff surgery on my dominant right side, sending me on a challenging journey that has unexpectedly enriched my perspective on life and business.
The next 4 to 6 weeks will find my arm and hand – the ones I rely on most – immobilized. And it will likely be six months or so until my shoulder returns to normal. This experience has been a profound teacher, highlighting how we often take the simplest things for granted.
As I navigate daily tasks with only my left hand, I’m reminded of the bigger problem: the danger of complacency, both in our personal lives and in the business world.
Eating with my non-dominant hand has been a messy learning curve, a minor yet vivid illustration of how we overlook the ease of our routine activities. When Tammy and I stopped for breakfast after my first session of physical therapy, it was a total disaster. I left the restaurant with more scrambled eggs on me than in me.
This reliance on the ordinary extends beyond personal experiences; it mirrors a critical issue in the business world. When companies take their customers for granted, they risk delivering subpar experiences. Similarly, managers who fail to acknowledge the value of their employees might only realize their worth after they depart, leaving behind a void of relationships and connections built over time.
Here are four dangers of complacency in your business:
1. Customer Alienation: Businesses that become too comfortable with their current success may neglect evolving customer needs, leading to dissatisfaction and loss of loyalty.
2. Employee Disengagement: Failing to appreciate and engage employees can result in decreased morale, productivity loss, and a higher turnover rate, damaging the organization’s internal dynamics and reputation.
3. Stagnation and Loss of Competitive Edge: Complacency leads to a lack of innovation, causing businesses to fall behind in a rapidly changing market.
4. Reputational Damage: Underestimating the power of word-of-mouth and social media can lead to a tarnished reputation if customers or employees feel undervalued or ignored.
While my physical situation will take time to mend, there are some steps you can begin to take immediately to avoid the problem of taking customers and employees for granted in your business. Here are the first five that I would suggest:
1. Active Listening and Feedback Incorporation: Regularly soliciting and acting upon feedback from both customers and employees can prevent complacency and foster continuous improvement.
2. Empowerment and Recognition: Empowering employees through decision-making roles and recognizing their efforts can enhance engagement and loyalty.
3. Continuous Learning and Adaptation: Encouraging a culture of learning and adaptation ensures that the business stays relevant and responsive to market changes.
4. Personalized Experiences: Offering personalized experiences to customers and tailored development opportunities for employees can strengthen relationships and loyalty.
5. RegularEvaluation and Benchmarking: Periodic assessments of customer satisfaction, employee engagement, and market trends can help identify areas of complacency.
As I learn to adapt to my temporary physical limitation, it’s a reminder that we should never take for granted the seemingly small yet significant aspects of our lives and businesses.
Businesses need to continually nurture their customer and employee relationships with the same care and attention as one would in relearning basic tasks with a new set of constraints. This approach not only helps in avoiding the pitfalls of taking things for granted but also paves the way for sustainable growth and success.
In a world where change is the only constant, staying vigilant against complacency is key.
In our fast-paced world, where challenges abound, and gratitude often takes a backseat, embracing the concept of “ThanksLiving” is more vital than ever.
My mentor, Grady Nutt, introduced me to this idea through his chapter “ThanksLiving” in a book of verse. The essence of ThanksLiving is not just about expressing gratitude on special occasions but living a life steeped in thankfulness every day.
Grady’s description of ThanksLiving as “an attitude that finds treasure in the plowed field of routine” resonates deeply — especially in current times.
We’re living in an era marked by significant challenges: political divisions, global pandemics, economic uncertainties, and social unrest. Amidst this turbulence, it’s easy to overlook the beauty of our daily routines, the quiet moments that bring us peace and stability. Yet, it’s in these routine aspects of life where we spend most of our time and where the seeds of gratitude can grow most abundantly.
In the United States, as we approach the Thanksgiving holiday, it’s customary to pause and reflect on our blessings. This tradition is more important than ever in our politically divided landscape. However, as Grady often reminded me, true gratitude extends beyond a single day. He encouraged me to slow down and savor life’s journey, emphasizing that the small moments often give the larger ones their meaning. This wisdom holds true in all aspects of life, particularly in times of loss and grief.
The value of a single day or a fleeting moment becomes starkly clear when we lose someone dear to us. Warren Zevon, while battling cancer, poignantly advised David Letterman to “Enjoy every sandwich.” When my wife, Sheri, was dealing with the effects of terminal ovarian cancer, it was the quiet moments on our deck sipping coffee that brought more meaning to us than when we saw the Mona Lisa in the Louvre or strolled the beaches of Maui. This sentiment echoes in the lyrics of the hit song from my great friends, Diamond Rio, in “One More Day,” underscoring the importance of cherishing every moment.
These reflections remind us that every day, every experience, no matter how mundane, has inherent value and is worthy of our appreciation.
As we celebrate Thanksgiving this week, let’s do so with the spirit of ThanksLiving. Let’s make gratitude a daily practice, not just a yearly ritual. In challenging times, adopting a ThanksLiving mindset can be transformative. It encourages us to find joy and meaning in our everyday lives, to appreciate the small things that often go unnoticed, and to maintain a sense of hope and positivity despite the difficulties we may face.
Grady Nutt beautifully encapsulated this sentiment when he wrote that ThanksLiving is about holding “a cup to the water of life…and drinking the mystery of ‘being’ with zest.”
This approach is more than just a philosophy; it’s a way of life that can help us navigate the complexities of our modern world. By embracing ThanksLiving, we open ourselves to a deeper appreciation of life’s simple pleasures, the resilience to face its challenges, and the ability to find joy and meaning in every moment.
Let’s not limit our gratitude to this single day. Let’s strive to live in a state of constant thankfulness, embracing the everyday miracles that surround us. By doing so, we can transform not only our own lives but also positively impact those around us, fostering a more empathetic, understanding, and connected world.
ThanksLiving is not just a concept; it’s a journey towards a more appreciative and distinctive life, one that we can all embark on, today and every day.
Last week, I had the privilege of both attending and addressing the Trusted Leader Summit, sponsored by Trust Edge, the incredible training and content organization led by my friend, renowned trust expert David Horsager.
In my decades of experience as a professional speaker and author specializing in organizational distinction and customer experience, one enduring truth has consistently stood out: trust is the linchpin upon which distinction is built.
As David wisely asserts, “Trust is the most valuable commodity in the world.”
Let’s explore the pivotal role of trust in creating organizational distinction and why it serves as the driving force behind the success of any business. At the core of every iconic brand and successful organization lies a deep and unwavering trust with their customers, employees, and stakeholders.
It’s not enough to simply be different; you must be trusted to be distinct.
Apple, a company I’ve had the privilege to work with, exemplifies this principle. Their unwavering commitment to quality and innovation has built trust over the years. Customers trust that they will receive a reliable and cutting-edge device when they purchase an Apple product. This trust is the cornerstone of Apple’s distinction in the tech industry.
David Horsager underscores its critical importance in the business world. He accurately states, “Trust is not a soft skill; it’s the hard currency of business.” This perspective aligns seamlessly with my beliefs in creating organizational distinction because trust isn’t just a vague concept; it’s measurable and profoundly impacts the bottom line.
Horsager’s research and insights provide a robust foundation for understanding the significance of trust. When customers trust a brand, they are more likely to become loyal advocates, make repeat purchases, and refer others. Trust is a powerful driver of customer loyalty and, consequently, revenue growth.
Trust knows no borders; it’s a universal currency. My experience speaking internationally has exposed me to diverse business environments. In today’s globalized world, understanding and building trust in a cross-cultural context is essential for creating a distinction that resonates worldwide. Trust-building strategies that prove effective in one part of the world may require adaptation elsewhere. This recognition underscores the universal importance of trust, regardless of cultural nuances.
Trust is not static; it evolves over time and requires ongoing efforts to maintain and strengthen. Embracing a mindset of continuous learning and development perfectly aligns with the idea that trust is a dynamic force that demands attention and investment.
Trust is undeniably the linchpin of creating organizational distinction in today’s competitive business landscape. David Horsager’s wisdom underscores the critical role of trust in achieving success.
Trust isn’t merely a desirable attribute; it’s the ultimate currency of distinction.
Today, I’m keynoting a major conference in the financial services industry being held near San Diego. Over 1500 professionals have gathered to discuss the present and future in the world of payments. Think about it for a second: you tap, insert, or swipe your card to pay for a purchase. In almost the blink of an eye, the information about your card is transmitted to card companies, payment processors, and banks. Businesses receive their payments quickly and you get your purchase secured instantly.
Here’s the problem – the payments industry, like many others, has improved its services and delivered to its customers at such a high level that we all take their work for granted. What do you do when customers assume you will consistently deliver excellence – so they stop paying attention to you?
It’s the curse of competence—when the exceptional becomes expected, and the extraordinary seems ordinary, your distinction in the marketplace can fade into the background.
There is a fine line between being reliable and becoming invisible.
In a world saturated with choices, customers often gravitate towards familiarity, comfort, and reliability. Businesses that consistently deliver on these fronts do themselves proud but risk an insidious outcome: being taken for granted.
This complacency from customers arises when they subconsciously perceive your exceptional service as the standard. The challenge, then, is to reignite the spark of distinction without compromising the quality that earned customer loyalty in the first place.
The first step to combat this challenge is recognizing that distinction in a commodity marketplace is not just about what you do — but how you do it. It’s about infusing the customer experience with elements that are unexpected yet deeply appreciated.
This can range from personalized interactions to innovative service delivery methods. It’s these nuances that can elevate a brand from a mere option to a memorable experience.
To create distinction, it’s crucial to innovate continuously. This doesn’t always mean grand gestures; sometimes, the smallest changes can make the biggest impact. For example, a handwritten note of thanks included with a purchase can create a personal touch that stands out. Innovation can also mean employing technology to provide smoother, more intuitive service interactions that save the customer time and hassle.
Another key to standing out is engagement. In an era where digital interactions are the norm, creating genuine, human connections can be a differentiator. Engage with customers beyond the transaction. Seek their feedback, not just through surveys, but through direct communication. Show them their input is not just collected – it is acted upon.
When customers see their voices shaping your service or product, they feel a partnership rather than a patronage.
An often overlooked aspect of creating distinction is employee empowerment. When employees are vested with the authority to make on-the-spot decisions in favor of customer satisfaction, it can lead to unique, memorable customer experiences. This empowerment also fosters a culture of innovation within the organization, as employees are more likely to suggest improvements when they feel their contributions are valued.
Consistency in excellence is also vital. While pursuing the new and different, a business must ensure that its foundational services remain unshakably excellent. Consistency breeds trust, and trust is the soil in which loyalty grows.
To be taken for granted is to be trusted, but to be distinctive is to be treasured.
Finally, as I have frequently written, storytelling is a powerful tool for distinction. Every brand has a story, and sharing it can create an emotional connection with customers. A story that resonates with your audience can transform your business from a faceless entity into a character in their life story.
Narratives about your brand’s heritage, your team’s commitment, or your community engagement can make your business relatable and memorable.
Being taken for granted is a testament to a business’s success but can also be a warning sign of potential stagnation.
Creating distinction in a commodity marketplace requires a commitment to innovation, engagement, empowerment, consistency, and storytelling.
By implementing these strategies, businesses can ensure that their customers see them as not just a choice — but the choice.
In a world that currently feels saturated with negativity, it’s challenging, even for seasoned professionals, to maintain a positive outlook. It has long been one of my missions to prove that distinction in approach and perspective can be our most powerful tool in combatting this tide. So, how can you cultivate a distinct, positive mindset amidst the noise?
1. Recognize the Power of Your Unique Value
Every professional brings something unique to the table. Your individual experiences, knowledge, and insights set you apart. Embrace this distinction. When you recognize your own worth and the value you offer, negativity becomes less potent. Remember, the most recognized names in the Sales & Marketing Hall of Fame, including legends like Seth Godin, Dale Carnegie, and Zig Ziglar, leveraged their unique qualities to make lasting impacts.
2. Engage with Purpose
To stay positive, it’s crucial to clearly understand your purpose. Why do you do what you do? This isn’t just about your professional role; it’s about the impact and difference you wish to make. Engaging with a strong sense of purpose acts as a buffer against the prevailing winds of negativity.
3. Global Perspectives
Having spoken in about 40 countries, I can attest to the value of a global perspective. Drawing on diverse viewpoints and international trends broadens our understanding and allows us to see the larger picture. By recognizing that challenges and negativity are universal, we can more easily find shared solutions and positivity in collective triumphs.
4. Continuous Learning
The landscape of business and life is ever-evolving. By committing to continuous learning, you equip yourself with the tools to navigate challenges and consistently introduce new sources of positivity and inspiration into your life. Whether it’s a new book, a seminar, or a conversation with a colleague from a different field, always be in the quest for knowledge.
5. Surround Yourself with Positivity
While being informed is essential, incessant negativity, especially from media, can be draining. Be selective about the content you consume. Surround yourself with positive influencers, thought leaders, and resources that uplift and educate rather than pull you down.
6. Constructive Feedback
As an author, I’ve learned the invaluable lesson of seeking and embracing constructive feedback. While filtering out baseless negativity is fundamental, constructive critiques offer growth. Distinguish between the two and use feedback as a tool for improvement and positivity.
7. Practice Gratitude
In the pursuit of distinction, it’s easy to focus on what we lack or where we want to be. However, taking a moment to acknowledge and be grateful for our achievements, the people around us, and even the simple joys can be a powerful antidote to negativity.
8. Remember the Ultimate Customer Experience®
In business and life, our interactions matter. By striving to offer the “Ultimate Customer Experience®,” not only do we set ourselves apart, but we also cultivate a more positive environment. When we uplift others, we uplift ourselves.
While our world is filled with challenges and negativity, professionals have the power to create a distinct path filled with positivity. By recognizing our unique value, engaging with purpose, embracing global perspectives, and committing to continuous growth, we can combat negativity and thrive in it. As we strive for distinction, let positivity be the hallmark of our journey.
On a recent trip to the Big Island of Hawaii, Tammy and I thought we would take a look at interval ownership vacation properties — perhaps better known as a timeshare. We realize that traditionally, this field has a bad reputation. However, we thought it was worth a couple of hours to see for ourselves if the approach would be different and the process had improved.
When the shuttle we thought was going to pick us up failed to appear, I called the reception desk to let them know we were running late. The receptionist asked, “Do you have a rental car?” When I replied that we did, she said curtly, “So, why didn’t you drive here rather than have us pick you up?”
My response was that they didn’t know whether we had a car or not — and as the customer, I should get the opportunity to make the decision on our transportation. Believe it or not, she hung up on me!
Upon arrival, we were met by our sales advisor. He started by addressing concerns we had not even voiced — the reputation of high-pressure tactics and more. He was reassuring and captured our interest.
After showing us a unit like the one we might invest in, his manager came in to talk with us. Despite our insistence that we would consider our decision over the three days we were at the adjoining hotel, she repeatedly inquired, “What can we do to make you owners TODAY?” The pressure was insistent and off-putting.
The tactic made us dig in our heels and refuse to make a decision. In other words, it had exactly the opposite effect that she desired.
Then we were taken into another room to be offered an alternative. When we entered, we could not help but notice that several of the bulbs in the chandelier were burned out and had not been replaced. As prospective customers, we asked ourselves, “If they can’t take care of their own offices…how much care will the maintenance show our timeshare?”
We did not purchase. In part, it was because of the high pressure tactics that simply do not work in today’s marketplace. But it was also an example of how the “little things” make a huge difference to customers.
In other words, the minutiae often define the customer experience more than grand gestures. Here are six reasons why:
1. First Impressions: Little things like a clean environment or a fully functional facility contribute to a customer’s immediate assessment. The Halo Effect suggests that one positive aspect can make everything else seem better. When a customer walks into a pristine environment, they’re more likely to have a positive view of the entire brand.
2. Psychological Comfort: According to Maslow’s Hierarchy of Needs, physical and safety needs come first. A clean, well-maintained space appeals to these basic human requirements, increasing the chances of customers feeling comfortable enough to engage more deeply with your business.
3. Attention to Detail: Harvard Business Review points out that customers value “effortless experiences.” If light bulbs are out or the surroundings are dirty, it indicates a lack of attention that might extend to your products or services.
4. Consistency: In a world where consumer expectations are ever-evolving, reliability is king. According to a PwC report, 65% of U.S. consumers say a positive experience with a brand is more influential than great advertising.
5. Word of Mouth: In an American Express Survey, 65% of participants said they’ve spoken to others about a bad experience, but they’re also likely to share positive experiences. Good experiences with attention to small details get amplified in this age of social media, offering free advertising and genuine endorsements.
6. Up-sell and Cross-sell Opportunities: A CX Intelligence Report suggests that customers who’ve had a good overall experience are 74% more likely to be open to add-on sales. Ensuring the basics encourages people to stick around longer, increasing their lifetime value to the business.
Mastering the little things isn’t just good housekeeping; it’s a strategic move that impacts customer perception, loyalty, and ultimately, your bottom line.
Creating the “Ultimate Customer Experience®” would have improved the opportunity for this group to make a significant sale. The problem is they weren’t aware that these “small” elements can make a world of difference.
Are you taking care of the small aspects that can mean big sales and create distinction for your organization?
