Life Lesson

When you ask someone what they love about a venue, it’s quiet rare for them to offer a laundry list of attributes. There’s almost always a hook. That one thing the place does remarkably well and that gets someone to come back again and again (and bring their friends).

The trouble I see many businesses get in is that they optimize their space for the wrong things.

Instead of listening to what people want and go there for, they spend their time and money improving things they, the owners, want or think is best.

Either that, or they focus on becoming average by making sure nothing sucks, but nothing’s out-of-this-world, either.

Better businesses – the one’s we remark to others – listen and then invest accordingly.

And if it’s not a straight investment, they’re okay sacrificing one attribute to excel at another. Many times that produces an even greater stamp of approval from fans.

“Their seating arrangement is pretty uncomfortable, but the food is so, so worth it.”

For most businesses, it makes sense to focus on a hook, to give fans something specific to talk about. Just be sure it’s what people are coming for and not what you wish they would come for.

Stay Positive & Listen, And Then Listen Some More

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There’s a waiter who doesn’t smile, doesn’t nod to a good day, who merely wants to get by below expectations. That’s a waiter who isn’t just having a bad day. It’s a sign of a poor work culture.

Culture is powerful. As Seth Godin describes it, “People like us do things like this.” Culture is energy and in the service industry, it’s essential to build, refine, nurture and leverage.

But in the face of bad service, we can’t let a personality guise what’s really at fault.

Stay Positive & Service The Culture

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We all have a story that we’ve been telling ourselves over and over again, for better or for worse.

We haven’t rehearsed it, necessarily, but we continue to tweak it based on reactions we  get.

My story has always been about sternly deciding. Even as a kid, once I made a decision, I stuck to it, I elevated it, I worked on it. In the bike of life, I never had pedals that could move me backward.

That wasn’t always a story of mine, though. I had others about my misfortunes, about everything being a game, about no one caring what I wanted and about everyone caring.

And that’s the beauty of the story we’re telling ourselves.

If it’s not helping you, change your story.

Stay Positive & And Then Use It Until It Doesn’t Help You Anymore

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There’s no doubt you’ve been told that showing is better than telling.

Don’t tell people the sky is purple. Show them. “Paint the picture,” they’ll say.

Showing is certainly effective, but more effective is getting someone to feel.

Don’t tell people the sky is purple. Don’t show them. Make them feel that it’s purple.

Emotional storytelling is worth far more than a 1,000 words.

Stay Positive & Give It A Shot

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Marketing isn’t like filling a car’s gas tank. You don’t pull to the side, regroup for two minutes, pay an acceptable amount and get back in the game to see the needle moved all the way to full.

Most marketing efforts are like pushing the car because the tank is empty. Paying a healthy amount to people for helping you push it to the gas station and by the time you’re there, you’ve only got a couple dollars to spend. The needle gets moved, but you need to get back out there – you can’t hang at the gas station all day. Repeat. Repeat. Repeat.

I don’t share this analogy to make a sweeping point. You know how marketing works.

The trouble comes when we have expectations of the needle getting moved further than the time and money we have allows.

And from my experience, sometimes, when time and money are short, it’s better to invest in your product; in your customer’s experience.

Stay Positive & They’re Not Hanging At The Gas Station Anyway

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Status seeking often guises as a selfless helper.

“I know what to do, so I’ll do it. You’re free from it.”

Status seekers also look to get in front of the largest group they can. They want to be the ones with their name on it. The interactions are manufactured, and they have a rich tool box of tactics to give themselves the edge.

Alas, there’s another edge to be on. The edge of generosity.

Instead of breaking hearts, and motivations and the magic of the work someone is putting themselves out there to do, it could a moment to extend generosity.

Heartfillers, we can call them, are the ones who take the extra moment to empathize. They know everyone is trying to put the best versions of themselves forward. They know the magic happens in the moments with the fewest spectators.

To continue, they’re not the ones who need to force-solve a problem. They extend a hand more than they jump in. They say “I feel” more than they say “I think” or “I know.”

And most important of all, a heartfiller makes you feel good.

Stay Positive & Along With Ego, Check Status At The Door

Also, give Seth Godin’s Akimbo podcast a listen. It’s magic.

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You’re not the only one with the question in the room. That’s why we’re never annoyed when someone speaks up. In reality, they’re speaking up for all of us, not just themselves.

You’re not the only one who is treated the same way by that one person. That’s why there’s no greater sense of relief when a person rants about the mistreatment. The mistreatment might go on, but knowing we’re not the only one getting it makes it miraculously better-received.

You’re not the only one who someone has told your idea won’t work. That’s why we’re (wrongly) ecstatic when people show up for the ribbon cutting … even the critics.

Chances are likely that you’re not the only one to feel that way …

… wish that thing …

… or hope for that outcome.

Stay Positive & There Are More Than You’d Believe

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