Let’s stick with this “Good vs. Great” topic for a bit. I received several notes about that last post so it seems I’m not the only person who notices the little things.
Good is all around us but great is harder to find. Even organizations known for great can sometimes fall to the good level. This lack of greatness at any given moment may not be the organization’s fault as it’s usually an individual who falls short of that great peak while they represent their company.
I noticed this a few days ago at a local Starbucks. I spend a lot of time and money with this company (as I write this post, I’m sipping a Tall Caffé Verona at one of the many Starbucks I often visit) so have many opportunities to experience their great level of customer service. Unfortunately, even Starbucks misses that great peak on occasion.
I was working at a window table early that morning and watched a car pull into the best parking spot right in front of the door. Out popped one of the morning baristas who quickly ran into the store, suited up, and started making some super-hot White Chocolate Hazelnut Spice Skinny Mocha with a shotta something.
So what’s the issue here? Where did this barista fall short of that great peak? The barista hit good customer service by being on time (well, I assume she was on time) and immediately attacking the drink line. Unfortunately, she missed great customer service when she took the best parking spot right in front of the door. She could have easily offered her customers great service by parking at the end of the aisle or around the corner and letting customers use that front-door parking spot over the next four hours.
Organizations can push for that great peak but it’s workers who make it happen. And it’s workers who make it a personal choice to be good or great. It’s an overall attitude that with a little practice can become a habit.
That good vs. great choice can have a huge impact on your career. Do you want to find professional success? If you’re living in a world of good, then you’re competing with a lot of others. If, however, you push yourself to reach that great level where fewer people live and work, then you’ll enjoy career accomplishment and satisfaction that most people miss.
Darren K. Ford
I've enjoyed a great career. Worked in many different industries with great coworkers and customers. I talk to a lot of people while drinking a lot of coffee. I read constantly. From all of this, I have much to say.