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<\/a>Subscribe to the good words of Seth Godin<\/p><\/div>Unless someone does, things start to fray around the edges.<\/p>\n
Often it’s the CEO or the manager who sets a standard of caring about the details. Even better is a culture where everyone cares, and where each person reinforces that horizontally throughout the team.<\/p>\n
You’ve probably been to the hotel that serves refrigerated tomatoes in January at their $20 breakfast, that doesn’t answer the phone when you call the front desk, that has a shower curtain that is falling off the rack and a slightly snarky concierge. This is in sharp relief to that hotel down the street, the one that costs just the same, but gets the details right.<\/p>\n
It’s obviously not about access to capital (doing it right doesn’t cost more). It’s about caring enough to make an effort.<\/p>\n
If we define good enough sufficiently low, we’ll probably meet our standards. Caring involves raising that bar to the point where the team has to stretch.<\/p>\n
Of course, the manager of the mediocre hotel that’s reading this, the staff member of the mediocre restaurant that just got forwarded this note–they have a great excuse. Time’s are tough, money is tight, the team wasn’t hired by me, nobody else cares, I’m only going to be doing this gig for a year, our customers are jerks… who cares?<\/p>\n
Caring, it turns out, is a competitive advantage, and one that takes effort, not money.<\/p>\n
Like most things that are worth doing, it’s not easy at first and the one who cares isn’t going to get a standing ovation from those that are merely phoning it in. I think it’s this lack of early positive feedback that makes caring in service businesses so rare.<\/p>\n
Which is precisely what makes it valuable.<\/p>\n","protected":false},"excerpt":{"rendered":"
Unless someone does, things start to fray around the edges. Often it’s the CEO or the manager who sets a standard of caring about the details. Even better is a culture where everyone cares, and where each person reinforces that … Continue reading