In this week’s lessons learned from our pal, Will Guidara, author of the best-selling book, “Unreasonable Hospitality,” we’re diving into what it means to achieve excellence.
Will tells us that the way you do one thing is the way you do everything, i.e., “precision in the smallest of details translates to precision in bigger ones.” Sometimes, it’s the littlest things that matter the most, and getting those little details right can make the biggest impact.
It's important to maintain that precision throughout a customers' journey with you; but, he reminds us that it’s common for people to lose focus right as they are about to stick to the landing (or, during the “last inch,” as Will calls it).
This can often mean the difference between a mind-blowing experience and a lackluster one. That’s why he established the “One-Inch Rule” at Eleven Madison Park. For his team, it serves as “a reminder to stay present and to follow through all the way to that last inch, no matter what you might be doing.”
However, Will makes it clear that there is an important distinction between excellence and perfection. While we may strive for perfection, unfortunately, we are still human, and that means screwing up sometimes.
Absolute perfection is unattainable. But Will says that while “it may not be possible to do everything perfectly, it is possible to do many things perfectly. That’s the very definition of excellence: getting as many details right as you can.”
We read about a very recent example of a dealership exemplifying these ideals from Service Director John Frazier and his team at Woody Anderson Ford in Huntsville, Alabama.
After a customer's vehicle was improperly serviced, leading to a poor experience and an inconvenienced guest, John quickly intervened. Recognizing the frustration caused and credibility lost, Frazier not only worked to rectify the service issue by contacting the customer directly but also seized the moment to go beyond expectations.
Learning that the customer was about to welcome a new grandchild, he not only worked to swiftly repair her vehicle correctly but also filled her trunk with a considerate parting gift – a care package for the expecting family that included newborn supplies like diapers, bottles, and toys.
Going above and beyond, even in the face of mistakes, really underscores their commitment to excellence and the powerful impact that a thoughtful recovery can have. Bravo and well done!
