That Little Something Extra

Thomas Friedman had a fantastic op-ed piece in the NY Times on October 23. While the article was entitled, The Election That Wasn't, there were several strong points made about the work habits we will need to have as we function in a global economy. His most intriguing idea to me was the idea of doing something "extra" in your job. Here's an excerpt from the article:

But just doing your job in an average way — in this integrated and automated global economy — will lead to below-average wages. Sadly, average is over. We’re in the age of “extra,” and everyone has to figure out what extra they can add to their work to justify being paid more than a computer, a Chinese worker or a day laborer.

The thought of adding "extra" to your already overworked schedule probably makes you want to scream, but it reaffirms what we talk about so often with Juggling Elephants. You can't afford NOT to get to what is most important. The stakes are too high.

The next time you are engaged in planning for your day or week, aggressively seek to delegate, delete or delay those tasks that don't offer maximum return on purpose. You simply must create room in your lineup to provide that something "extra." Go back to the circus metaphor for a moment. While you may remember the entire circus event as a positive one, It was probably one or two acts that REALLY exceeded your expectations-and created those lasting memories.

Fail to provide the "extra" in your job, and you may find yourself with a little "extra time" in your work ring or maybe needing a little "extra" to make it through the month.

The Big Little Things

You have probably heard the phrase, "Don't sweat the small stuff." Well, it is sometimes the small stuff that makes the difference for something or someone to go from ordinary to standing out. Consider the difference that the icing does make on the cake. How close is winning by a tenth of a second in a major competition? What impact does a simple "thank you" or "I love you" have-especially when your day has been less than perfect?

Here are a few little things that we came up with:

• Send a handwritten note to an important customer, employee or friend. Write a note on the napkin that you put in your child’s school lunch


• Bring bagels or donuts for your co-workers for no reason at all


• Help someone remove their carry on bag from the overhead bin


• Call your Mom and just say hello


• Show up to work 30 minutes early and stay 30 minutes late


• Don't just brush your teeth – floss!


• Clean the snow off of someone else's car. Someone you don't even know


• Smile


• Unload the dishwasher-even if it isn't your day (And especially if you don't know where the dishwasher is.)


• When you meet someone new, remember their name and call them by name when the opportunity arises


• Wish your friends, family, co-workers and clients a Happy Birthday


• Freshen your breath-regularly


• Volunteer for a project at work. Join a committee that doesn't have anything to do with your job.


• Put the toilet seat down, rinse the dishes off after dinner, take the dog out without being asked, clean the hair from the sink, hang the picture that has been sitting by the side of the bed for the last two months and don't squeeze the tooth paste in the middle.

Take a minute and consider what "little things" you can do that will make a difference and then do them. J. Willard Marriott said, It's the little things that make the big things possible. Only close attention to the fine details of any operation makes the operation first class.

Annoying Phrases Used By A Ringmaster

A few months ago in our monthly newsletter we highlighted the annoying phrases used by a ringmaster. On Friday, October 23, USA Today had a "Snapshot" survey in which they asked, Which of these is most annoying in conversation? The phrases (and the percentage responding "yes"to the phrase) were:

• "Whatever" (47%)


• "You Know" (25%)


• "It is what it is" (11%)


• "Anyway" (7%)


• "At the end of the day" (2%)

How many of these have you already used today?

The Phrase That Irks

Good customer service is a rarity in today's business world-and we are quite surprised and pleased when we DO receive exemplary service. In fact, providing excellent customer service is probably one of the most overlooked business practices of many companies and organizations. And I have some advice for those who want to immediately improve their service to the customer (whether internal or external)... it's a huge one... stop saying "No problem."

There have been so many instances when I have received a product or service and when I say "Thank you" the response of the other person has been "No problem." Well, glad I didn't inconvenience them too much. Last time I checked, I paid for the product or service. Imagine being at the circus and at the end of the performance the ringmaster says, "It has been no problem to have you join us tonight." Just doesn't quite fit.

One of my favorite fast food restaurants has my undying commitment. When I get my order and say "Thanks" their response is ALWAYS something like, "My pleasure to serve you." I know they get paid to say it and they may not genuinely mean it, but the psychology behind it is incredible. It reminds the provider who the spotlight should be on-the customer.

Even on a personal level when doing a favor for a friend or a task for a family member, it helps to get rid of the "no problem" phrase. Let them know you are happy to do it because of what they mean to you. Find a positive way to respond instead of a less negative one.

In this current economic slowdown, any competitive advantage is essential to survival. One advantage may be remembering just how important good service is to the customer-and reminding them how much you appreciate their business. Failure to do so may actually create a "problem."

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