13 Multipliers that Elevate Average to Remarkable
Small multipliers elevate average to remarkable.
Last week, due to flight delays, I arrived at the Hilton around 3:30 a.m. The night clerk greeted me by name, smiled, made sure I had everything I needed, and asked if I needed a shuttle in the morning.
I usually ignore customer surveys, but not this time. She acted like she owned the place. Small multipliers made her service remarkable.
13 multipliers that elevate average to remarkable:
- Follow the imperfect suggestions of others. Just say, “Go ahead and try it. Let me know how it works.” People own their own ideas.
- Stop explaining why things are difficult. If it’s worth doing it’s difficult. Just do it.
- Add, “That’s the way I like it,” to sentences. My team failed and that’s the way I like it. Or, my team failed, but we’re working to improve, and that’s the way I like it.
- Touch people. Shake hands. Pat people on the back. (Take culture into account.)
- Watch how people interact with each other. Honor and fuel positive people.
- Say please and thank you. Stand up when someone enters the room and speaks to you. Good manners are cost effective.
- Look’em in the eye. Eye contact multiplies the impact of a thank you. If you’re going to say thank you, why not make it an important moment? Eye contact multiplies everything.
- Surround complaints with solutions and gratitude. Never allow complaints to stand alone.
- Walk around like you’re there to make things better.
- Breathe. Set a timer and breathe for one minute.
- Hold your head up. I look down when I think and I think a lot. It’s surprising how lifting my head lifts my attitude.
- Take a short walk at mid-morning and mid-afternoon. (Practice #10 and #11 at the same time.)
- Search for yes. “No” is unremarkable.
Bonus: Sip don’t gulp.
What small multipliers elevate average to remarkable?
“Sip don’t gulp.” It’s so important for all of us to enjoy the little things around us and not rush through life. What a great concept of sipping instead of hurrying to get on to the next item or activity. So often we ‘gulp’ through that moment in order to move on to the next thing while we could be using that time to be reflective and appreciate the very sip we are taking.
Thanks Michael. If we’re going to live, we might as well be there while we do. 🙂
Dan this past March we unexpectedly spent three weeks in the Akron Fairlawn Hampton when my wife’s mother was placed in Hospice care. We would come and go at odd times as my wife and sister took on night duty.
The entire staff Hampton staff adopted us, adjusted to our schedule and gave us a sympathy card signed by everyone, flowers and a hand drawn rose when my mother in law, Rosemary, passed.
True customer service in this day of digital everything takes time and effort which is so rare but can win fans forever!
Brad James http://www.bradszootales.com
Thanks Brad. Thanks for sharing a powerful story. You have my condolences. In the end, being remarkable is a series of small things that make a big difference.
Good morning Dan;
BTW, say, “Happy Belated Birthday SGT Steve!” I just celebrated no# 57. Don’t feel a day over 56 as I’m in pretty good shape for the shape I’m in…
Good manners and a positive attitude are never wasted effort. My professional working life has lead me down varied career pathes. From a District Representative & Chairman of the United Steelworkers of America Political Action Committee, to General Sales Manager with a major Ford/Lincoln/Mercury Dealer, to Dock Superintendant with TNT Pilot Motor Freight, to presently working in the Criminal Justice System as a Leadership Consultant, Curiculum Designer, and Hostage Noegotiator Trainer. One thing is both constant and perfectly clear to me. “Influence and personal growth decline in proportion to negative behaviors & reactions.”
Although I’ve never heard or seen these words penned in this manner, I totally agree with the following statement, “Regardless of the size, or, nature of any given situation it’s (OUR ATTITUDE), positive or, negative that drive and ultimatley effect end results.”
Ever notice how some people just seem to glide through life effortlessly? Overcoming everyday obstacles and problems that leave others frustrated, confused, and unproductive. To me, the answer is simple, THEY MAKE LIFE LOOK EASY BECAUSE THEY LIVE LIFE WITH A POSITIVE ATTITUDE.
Good manners, common decensy, and admirable diplomacy separates average people, employees, and organizations, from those who enjoy sucsess through the little things they do called manners, and common decensy.
Never underestimate the power of (little things), to make a (BIG DIFFERENCE)!
P.S. “Been awhile since we’ve done breakfast my freind.”
FYI, Leadership Development is ALIVE & WELL AGAIN . . .
Thanks SGT Steve. Love this: THEY MAKE LIFE LOOK EASY BECAUSE THEY LIVE LIFE WITH A POSITIVE ATTITUDE.
It makes all the difference.
Happy belated and let’s do breakfast.
One important missing multiplier is calling people by name. Using an individual’s name makes an interaction — no matter how brief or prolonged — much more personal.
Thanks Jonathan. You nailed it.
It’s the little things…. just as the straw broke the camel’s back, the little details, like eye contact, calling someone by name, saying please/thank you, and looking for the positive in less than ideal situations makes all the difference. Great reminders today!
I think this is what I love most about your blog – even though your blog is on Leadership, your advice is applicable to improving oneself at work AND in life. Your advice not only enhances all aspects of performance at work. It also creates a guideline for living a better, happier life. Thank you for the gentle reminders, the advice that sometimes requires some tough introspection, the easy checklist format, and the fortitude to continue on your journey with us! 🙂
Dan, your experience with the night clerk is example of fabulous staff members and not knowing if it was her “job”…or “her nature.” Either way, what professionalism!
It reminded me of another mega-multiplier: Experimentation. Thomas Edison found “a thousand ways NOT to make a light bulb” before he found the correct way. Doc Brown, from Back to the Future, declared with delight, “I finally invented something that works!”
Even though one comment is fiction, they’re really the same in message. We may not be an Edison, or we may be a Doc Brown. It doesn’t matter—let’s experiment and attempt to learn. Who knows, in the process, we just might invent—or discover–something and find that it works.
Some multipliers that easily come to my mind:
Be aware that you are living in the best moment of your life; which is this/that exact moment. Extract something of value of every situation and apply it.
Daily reflect 15 minutes.
Lead your nerves, don´t let your nerves lead you.
Give honest and sincere appreciation.
Thank you Dan, you with your daily posts really make a huge different!
Compliment (honestly) more than you criticize. As a Navy officer I used to say “three pats on the back for every kick in the butt”. Then my leading chief asked, “Sir, why not four?”
A post that include things close to my heart. I have always taught all of my kids upthat when they shake hands and say, “Nice to meet you.”, to always look them in the eyes. It is important when you are speaking to someone.
I also like to compliment people. I truly believe that there is always something that one can find to compliment another person. Smile when you’re saying it. Anyway, thank you so much for writing this. It is remarkable in itself! 😉
I would add breathe to the top of the list; remember your impact is the function of your energy