I highly recommend the book The Starbucks Experience by Michelli. It’s a great read on why people will stand in line and pay $4 for a cup of coffee. As I read through it, I thought I’d share a few of the principles from the book in a condensed form as well as some of my thoughts on how they apply to your business.
Principle #1 – Make It Your Own
We all have common objectives. Our goals and those of each of our clients are similar in their construct. Where we soar is in the individual creativity and passion that we apply to what we do. It is in those things that we form the bonds so that people will continue to come back. It is there that we connect, discover and respond. It is in our core values and strengths that we learn to love what we do.
Principle #2 – Everything Matters
In a service industry, everything matters. Every detail, every conversation every nuance makes a difference. Master the simplicity of the basics and spend the rest of your time perfecting your game. It is in the details that the pros stand out from the masses.
Principle #3 – Surprise and Delight
Pursue “wow” moments. Think through your business and ask yourself – “where can I give a ‘wow’ moment to my clients? Those are the moments where you have exceeded expectations and delivered something above and beyond. It is in these moments that we demonstrate and prove our value. We need a certain amount to justify our compensation, we need more to create buzz. Deliver the exceptional, surprise and delight at every opportunity.
Principle #4 – Embrace Resistance
Change is going to happen, people are going to complain, life is going to hurt at times. Learn from it all. Everyone has something to contribute, every challenge offers an opportunity. Be open to hear about your faults and shortcomings and where others are disappointed. Learn from them and except that you are a work in progress, not perfection.
Principle #5 – Leave Your Mark
What do you leave behind? I’m not talking about a notepad either. What is it that has added value and where have you invested in others? Success is sweet, but significance, yes significance, is what brings glory to our soul. Joy and peace, the deep internal kind that marks your life and the lives of those you come into contact with is manufactured in spades in significance.