Seth Godin wonders how much it should cost to receive “nice” service. It seems to me the fundamental issue has to do with how you deliver service. Is it because you feel you “have to”? The pizza delivery was 25 minutes late last night. The delivery guy came to the door with no apologies, just with the bill – and the food. I know he felt this was a job he had to do. But what if he had the attitude to look at it like it’s something he “gets to” do? How much better could his service be? Could he have called ahead to say he was running late? Could he have offered a discount or something of value to me on my next order? Could he have tried to take his service to the next level – beyond have to and more towards this is something I get to do, and I’m going to do it better than average, better than minimum standards, better than the next guy?
When we stop doing things with a “have to” and start performing a service with a “get to” we might be on to something – extraordinary.
