What is a business but a system for adding value to people? No matter what business you are in, selling goods or services, business to business or direct to the client/customer/patient, you are providing something to the people you serve that fills a need. In our business we are focused on intentionally adding value to the people we work with, the vendors we partner with and the guests we serve. As we have grown it has become more and more important to stay focused on this foundation. The addition of more people and personalities to the team has led us to sometimes stray away from this, but never for long.
How do you know when you have failed to add value? Well in this current instant world we live in the feedback is instant. Anyone can post a review online of your business and let the world know you failed them. Employees can quit without giving notice. You may lose clients. Not every interaction is in our control, but it is the leader’s responsibility to continuously navigate the course and ensure that the people who are following him know the ultimate outcome.
And what is that outcome? To add value!
How does one intentionally add value to someone?
-Make it your intention every day to listen without formulating your reply
-Be present in your interactions
-Value them, and value what they value
-Have them leave the interaction feeling better than when it started
-Take a genuine interest in what is important to them
-Practice “Kaizen” – This is a Japanese word that has no word for word translation to English, but it simply means “change for the better”
-Under-promise and over-deliver
-Exceed their expectations
-Lead by example
-Just do it!