A tip of my hat to Dr. Philip Crosby. About thirty years ago he wrote a book that was a fixture in everyone's business library. It's titled Quality is Free. No truer statement about business has ever been made, and made so simply. Tonight I thought about the topic of quality, and how it is demonstrated (or not) in every facet of our lives.
I was enjoying my meal break, eating a lovely salmon nicoise salad at the Cafe Bistro, located in the store where I work. My server was a man who has taken care of me there at the restaurant since the store opened, and is a true joy to be around. He takes the time to know the little details about his customers and their preferences. He pays attention. He watches and anticipates customer needs. Whether you are in his section or not, his eyes are moving around the room looking for opportunities to make the customer happy. His shoes are polished; his uniform is pressed. He views "service" not in a negative sense...not as "servitude"...but as something he does with pride.
Nothing in that demonstration of service excellence costs him or the company a dime. It's all free. Yet what a difference it makes when a service provider does not take the time to do these things. I appreciate the fact that I work with high quality people who do this kind of work with pride. And, if you haven't read the book...do so. It's timeless.
Cheers!
Ima
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