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I’m reading Seth Godin’s new book, “Linchpin: Are You Indispensable?” If you haven’t bought it yet, get it. I’m only on page 80 and have already found it unbelievably useful.
The concept of the book really resonated with me, as recently I’ve been surprised by how hard it is to find anything that I would call remarkable, whether it’s service professionals, books, products, customer service, or even food at restaurants. Everything seems to be declining in quality, and a lot of people seem to be indifferent when it comes to the quality they bring to their work.
It’s unfortunate how rare it’s becoming to hear things like:
- “She’s awesome with [fill in the task/skill].”
- “He’s a rock star [fill in the task/skill/title].”
- “She’s a [fill in the task/skill/title] genius!”
- “He’s expensive, but you won’t find anyone who’s better at [fill in the task/skill].”
- “Oh, you should contact them. They’re wonderful at [fill in the task/skill/service].”
- “They have a waiting list, but it’s so worth it!”
How many people can you think of who are truly remarkable at what they do — not OK, not good, but remarkable?
Although this can be disappointing when searching for a particular product or service, it presents a wonderful opportunity for anyone willing to go the extra mile and stand out, for anyone willing to do more than just show up and watch the clock. As Godin says in his book:
When customers have the choice between faceless options, they pick the cheapest, fastest, more direct option. If you want customers to flock to you, it’s tempting to race to the bottom of the price chart. In a world that relentlessly races to the bottom, you lose if you also race to the bottom. The only way you win is to race to the top. When your organization becomes more human, more remarkable, faster on its feet, and more likely to connect directly with customers, it becomes indispensable. An organization of indispensable people doing important work is remarkable, profitable, and indispensable in and of itself.
If you can be a rock star, truly remarkable at adding value to the lives and businesses that you serve, you win. You’re the one they’re going to rave about, you’re the one they’re going to call on every single time they need help, and you’re the one they’re going to pay top dollar to for the skills and talents you bring to the table.
Exceed expectations. Over-deliver. Out-perform everyone around you. Focus on exceptional quality. If you do those things, your customers and clients will be running to the mountain tops for you.
Think about it. How often are you truly impressed by someone? When you are, isn’t it hard to wait to tell someone about the experience? Now imagine if your customers and clients felt that way about you.
When’s the last time you felt that you received a truly remarkable product or service? How quickly did you share the news with someone around you?