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?