Wednesday, November 13, 2013

They Always Remember Their First

Being the finest doesn’t count as much as being the first.

If the goal of our interactions with people is to delight and surprise and bring value and create moments worth remembering, the best indicator of success is hearing them say the following magic words:

“Wow, nobody’s ever done that before.”

These moments, these firsts, happen a thousand times a day, in every industry, in every country.

The veterinary office that makes follow up calls after each visit. The hairstylist who references her notes to see how she cut last time. The consultant who does tons of preliminary research before the client even hires him. The landscaper that takes pictures of the shrubs in progress and shares them on the customer’s private photo feed.

Nobody’s. Ever. Done. That. Before.

It’s the intersection of service, art, generosity, class and humanity.

Even if the act is standard operating procedure for our organization, it’s still a maiden voyage for the people. And that’s all that matters.

Because they always remember their first.

Don’t you?