In his book, The Difference, When Good Isn’t Good Enough, Subir Chowdhury asks the question, “If you saw a toothpick on the floor of your office or home, what would you do?”
As a business owner, when you walk in, out, and around your business each day and see small things that litter your business, what do you do?
That question led bestselling author and world-renowned management consultant Chowdhury to a profound discovery. He said, “When it comes to both companies and individuals, good isn’t good enough. The best management systems and processes in the world won’t be effective if you don’t first develop the right mindset to achieve real and sustainable change.”
He concludes, “that the difference is in the ability of organizations to nurture the skills, loyalty, and passion of their people.” Individuals and cultures that draw on a caring mindset focusing on what he calls the STAR principles, straightforwardness, thoughtfulness, accountability, and resolve, thrive. Those that focus on success, processes, and systems alone do not.
Last week we discussed that as consumers become pickier, the competitive nature of nearly all business categories will continue to get tougher and tougher. It’s then, more than ever, where the little things will make a huge difference. Things like:
- Make sure your business’ appearance, inside and out, is presentable and acceptable
- Make sure your phones are answered in a timely and pleasant manner
- Make sure your customers are greeted and dealt with in a way that they feel appreciated
- Make sure your current customers and potential customers understand what you stand for
- Make it easy for your customers to do business with you
Each of these points can be broken down into several areas within your business. While price, product, and convenience are all very important, the shopping experience and feeling valued are the “Difference Makers”.
If tomorrow there is a toothpick, cigarette butt, or other litter around your business, what will you do? The decision you make and the action you take can make all “The Difference” in the world… and in your business!
Suggested reading: The author mentioned above, Subir Chowdhury, is the author of several other outstanding business and leadership books. We strongly suggest reading The Difference, along with The Ice Cream Maker.
If you would like to commit to creating a better experience for your customers and a better environment for your workers, click here to see seven steps to help you make positive changes within your company.
Here’s to your Success!