Awareness and Balance Sheets
The service today was painfully slow. My tolerance for slowness today was painfully low. We waited. And waited. I mumbled something under my breath. The lack of attention was getting annoying. Our stomachs grumbled. I wanted some attention. I wanted some food.After some idle chit chat like long-time married people are often guilty of, I began squirming in my seat. It was near time to dig into my deep breathing mode. Out of the corner of my eye I see the manager who I think is part owner of the place. I think she's the sister of the founder too. I believe she's at least a part of owner because she's always there. In fact, I can't think of time I've been in there over the last ten years that I didn't see her either posted up at the front door or patrolling the restaurant to help patrons. She's on her game. Always. She thinks like an owner. She acts like an owner. She moves like an owner.
Today was no different. I don't think I even made eye contact with her as I squirmed to find our server. Yet somehow this wonderful woman sensed my disposition. She was completely aware of everything around her. To me it was as if she read my mind. And out of the corner of my eye I could see her dart she into the kitchen.
Still with no server in sight, only a few moments passed before our salads arrived. Guess who delivered them? The manager. Smooth. Efficient. Respectful. Apologetic. Aware. It blew me away because this is so rare today.
Contrast my experience later today at Best Buy. I'm goin' on record. The Geek Squad over there in Scottsdale needs to be more aware. I would categorize my experience there as poor. The reason is simply lack of awareness on behalf of the staff I've met recently. (Can't blast Best Buy as an organization because I have had many positive experiences and it's probably my first choice for my computing and other gizmo needs.) But their lack of awareness and attention to my needs is costing them money. Because now I'm less inclined to go there. Which means I dropped $200 on software next door at Staples. Oops.
Then it occurred to me how the contrasting levels of awareness might impact the bottom line and the overall value of a business,relatively speaking. How does lack of awareness affect profit and value? The more severe the lack of awareness and attention afforded the paying customer, the worse the numbers will be. That's because the customer experience will suffer when awareness to service and the customer is lacking. I bet most employees never think about this. But I owners and people with their butts tied to profit and loss statements do. Lack of awareness must impact the numbers. More awareness. Better service. Better numbers assuming all else is equal.
Now that I think of it, I'll share the name of the restaurant in Scottsdale. It's Flo's on Frank Lloyd Wright Road. And the owners are always there. Always working. Always serving. Making sure the constant influx of new employees is managed and trained as best possible. That's a big challenge these days. I believe our awareness about performing and serving others in business is tied to our values. And there are far too many people these days who don't seem to value serving, performing, and stepping up to make a difference. Too many of us are stuck in status quo.
I submit that this owner mindset drives the awareness factor big time. If we could bottle it and serve this mindset to every employee in every business I can only imagine the positive impact on profit and company values. Thanks Mrs. Manager/Possible part owner at Flo's. You did a great job today because you were aware. You stepped up by noticing a hungry customer beginning to squirm.
Leaders, never forget that how this awareness impacts your brand and the service you provide. Foster a company culture that encourages your people to think and act like owners. Empower them. Train them. Give them as many tools as possible to increase their awareness. And reward them when they serve and perform well.
Cliff Jones
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