The How Wins Every Time

There is more than one way to do any job.  I am not talking about the what--waiting tables, performing surgery, teaching a class--but about the how, the stylistic and attitudinal elements that powerfully affect customer impressions of you and your organization.

Arriving at the Philadelphia airport yesterday for a flight to St. Louis, my intention was to stand-by for an earlier flight, one leaving in slightly over one hour's time that had more than 30 seats open at that moment.  Three ticket agents were standing at the US AIrways counter, and one very quickly said, "You are too late for that and will have to go on your original flight."  She then turned away and started typing something on the computer.  Another agent smiled and said she would see what was possible.  Within seconds she handed me my boarding pass for the earlier flight and, still with what seemed to be a charming and genuine smile, said, "thank you for flying with us so much."

I called a taxi this morning for the short ride from my house to the St. Louis airport--something that I do more than 100 times per year.  Larry showed up precisely on time and with a sparkling clean cab.  Even the trunk space was spotless!  I complimented him on his cab, and Larry then proceeded to teach a master class in business philosophy while explaining his approach to his car.  He treats the cab, which he owns, as a partner in his taxi business.  He wants to provide a delightful environment for his passengers, many of whom, it turns out, call for taxis and ask for Larry by name.  Most importantly, he does whatever he can to "keep in moving;" e.g., avoid downtime for repairs.  Cleanliness, efficiency and punctuality are all part of keeping it moving.

Think about it.  There is more than one way to teach 3rd Grade, lead the upper school, or be a board chair.  Doing it with delight and conscienntiousness is a better business philosophy.  How do you do your job?