I have the sickness. That drive to always want to make something better. One of the most satisfying feelings I experience does not come with a, “job well done”. It is when something is done with excellence.
Each year I get the opportunity to train 1,000 new summer staff with our organization. I not only want them to grasp the concept of excellence, but also for it to be ingrained deep within them. It needs to become an operating system of sorts.
For myself and others, we remember what Paul tells the church in Colossians 3:23,24…
“Whatever you do, work heartily, as for the Lord and not for men, knowing that from the Lord you will receive an inheritance as your reward. You are serving the Lord Christ.”
This verse should drive us. But to help put legs on the concept, I go back to an old story about high expectations set from some leadership.
Remember the movie from 20 years ago, “Who Framed Roger Rabbit?“? With that movie came a big step in cinematography. It was the first time that animation met real time video in a movie. As the story goes, in the post production of the movie, the producers wanted more from the animators for one particular scene.
In the scene, the character bumps his head on a hanging lamp. At first, there were no shadows cast by this new swinging lamp. Once caught, the animators spent countless hours fixing their error. The audience may never have noticed the missing shadows. “Bump the Lamp” became the Disney nickname for making things right down to the detail. To see the scene, click here.
We use this phrase, “Bump the Lamp”, to remind us to aim for the 2% of people. Most people, or 98% of people, won’t notice the excellent parts of what we do, but don’t aim for them. We aim for the 2%.
Here are a few examples I consider to be “Lamp Bumpers”:
1) Morton’s The Steak House – Yes, they have good steaks, but there are 2 aspects that stuck out to me the most the last time I ate at one of their steak houses:
- Crumb scraping: After the initial meal, how they pull out the little crumb scraper and “clean” off the table. Gives it a fresh feel.
- Attitude of the server: Last time I was there, my server asked if I wanted dessert. I commented how I was stuffed from the great steak. He quickly responded, “Of course, sir, it’s Morton’s.”
2) Great Wolf Lodge Lifeguards – If you have ever been to one of these Lodges, then you might have noticed what I am talking about. Of course, these lodges are built around these mega indoor water parks, which means they better get the safety aspect right. I love the way these lifeguards don’t sit in a chair looking bored and uninterested. They are constantly moving, walking around “patrolling” the waters.
As a dad of 4 right now, I loved the attention to detail. I stopped one of the guards and asked. Sure enough, they are required to move around. I love that. Keep moving. Stay awake. Kids’ lives depend on it.
3) In-N-Out Burger – Only found in a few states right now, this fast food chain is incredible. The restaurants are always clean, the attitudes of the staff are great, and I’ve seen charts on the walls listing out how safe their staff have been. Not to mention, I love their food. They give new definition for “fast food”.
If people can be excellent at lifeguarding, fast food or steaks, then we can be sharper as we share the great news of Jesus. We should be eager to serve, not just able and willing. It shouldn’t be about us…ever. Whatever we do, let’s do it with excellence.
So are you one to notice those details? If you are part of the 2%, give me a few examples. What have you seen that totally impressed you?
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C’mon, Kevin, I thought I taught you that Del Frisco’s Steakhouse is way better than Morton’s. :)
You know how they bump the lamp? The waiter sends me a personal hand-written thank you note in the mail within 3 days of my visit! No coupons. No surveys. Just a nice note. Talk about 2%.
I thought this was a joke until I looked into it. Receiving a note from a restaurant? Now that is truly bumping the lamp.
Buc-ee’s… their bathrooms are ALWAYS clean! They get fired if they are in charge of it and it isn’t!
Chick-Fila… They always say “My Pleasure” when you say thank you
I’ve read an article on Buc-ee’s, but I’ve never been to one. I love the fact they are in tune with their customers, who really want a clean bathroom.
I would have to say, hands down, Pine Cove brings on the 2%. From cheering our arrival in the heat, to serving our food, to loving on our kids, to loading our cars when we leave, and on and on it goes! Y’all certainly know and teach the concept of 2%.
Thanks Ellen. It is definitely our desire to so exceed expectations that people ask why. Our staff would tell you it is not because of their salary, or opportunity for a tip. It is out of a deep love for Christ.
I recently saw a yard that was mowed to perfection, down to the last detail. Ahhh, the satisfaction.
Seriously though, I actually noticed this last night at Starbucks in town. I ordered a water with my drink, and instead of giving me a little dinky glass, they gave me the biggest one they had. Small detail that went a long way with me…
I’ve never noticed that, but I do hate when I ask for water and it is a tiny cup they give me.
Disney World goes 2% all the way. I have been 5 times over the pass 40 years and the experience is just as wonderful as the first if not better.
I 100% agree about disney world. My sister and her husband work at Disney and I was able to take a sneak peak at thier training manual for thier employees. Not to my surprise, they have some of the very same guidelines for thier staff as we do at Pine Cove! Attention to detail from eye contact all the way to shoes and haircutts! But what I love more than this, that Pine Cove also does, is not only is there an expectation for excellence but also a very detailed plan to ensure it is achieved! And if by some slim chance a guest doesn’t think the excellent mark was met, there is also a plan on how to go above and beyound that!!
I have the sickness as well. I notice the 2% in my wife as she writes encouraging notes on my napkins for lunch, leaves folded towels, travel size soaps, and a welcome letter for guests, and moves furniture when she vacuums. (I just vacuum around stuff.)
Yep, wives can teach us much on this. You know, teachers would love to have an administrator who goes the extra mile for them, setting a standard that is that high.
This is a very interesting point of view. Your blog is refreshing, but I wish one could find more content, though. I am looking forward to reading more from you. Keep up the good work. thanks.
Kevin,
Great post Kevin! I have stumbled upon your blog and have enjoyed it in the last month. You are on track with the excellence aspect.
Thanks for posting and continuing to encourage and lead men and women.
Jeff “Fondue” Gouldie
P.S. – a great book I read in the last couple years about excellence is “The Disney Way”. It talks about Walt Disney and the world he created by what he did and how he passed it along.
Yes, I reviewed that book years ago. Disney’s model of excellence is to be commended. They set an all new standard.
However, for others that don’t have the resources of Disney, it is a good practice to think of what excellence looks like at a “local” level.
I just heard a story this week of a business who recognized a friend of mine had spent a fair amount of money online with them. So what did they do? They called my friend and offered him some freebies. Wow.
I cannot tell you how much I agree with you on this one. Excellent customer service seems to be a lost art. It is not just a good business practice, it is the only way to do business as a Christian. I continually share this with our staff and try my best to lead by example in this area. Even in the tiniest of things, if it’s worth doing, it’s worth doing right (and is pleasing in God’s eyes).
Disney is one of the best examples of excellence in customer service, but I’d also like to throw in Neiman Marcus, Nordstrom’s, the St. Regis, and W Hotels. I could also name a dozen or so restaurants that have given me extraordinary service. And I can’t say enough about Apple’s customer service. But you get the picture.
In my industry (healthcare), customer service is the exception and never the rule. In our office, our leadership is based on Christian principles. We are hoping to transform healthcare in north-central Louisiana by offering not only a fresh approach to healthcare (health & wellness-based medicine), but also in the realm of excellence-based customer service.
It’s the excellence that keeps people coming back for more no matter the type of business. But excellence also puts a skip in the step of the service provider — knowing that his/her job was well done.
I think you’re right. “Customer service is a lost art.” I’m not really sure why that is. It seems more common sense, that business owners or ministry leaders would consider the significance of operating at a higher level.