My wife and I are natives of Kansas. There is a debate across the nation on the merits of barbeque from Kansas City, through Memphis, to North Carolina and back to Texas. I personally like them all, but Kansas City is my favorite. I grew up with it. When we moved to Texas almost 14 years ago, I had to find some great Texas barbeque. I settled on Rudy’s as one of my favorites. Not because it’s the best food- it’s good, but not my favorite by taste, but because of the great service.
For those of you who have not been to a Rudy’s, they are located in upscale gas and C stores in Texas. I recently visited the one at 620 and 2222 and took this photo of their mission. I love this mission statement and I believe it permeates through the staff at Rudy’s. They are extremely helpful and knowledgeable. They want you to be delighted.
I’ve read about a phenomenon that takes place in crowds. If someone needs help when a crowd is present, they are less likely to get it. It seems that in a group of people they assume someone else will help. It works that way in business and in life. It’s not my responsibility, it’s someone else’s.
In our consulting business, we see this frequently. When we identify new opportunities and build go to market strategy, the client teams are apprehensive about the change. We have around 20% of the population in a client’s team that sees the vision and moves forward to execute on their own. An additional 50% straddle the fence, do nothing and wait to see if the new strategy is going to work. Finally 30% of the population actively resists the changes and fights to keep status quo. Our leverage point is the 50% who are waiting to see if it works. We encourage them to act. Don’t wait on the strategy to work, drive it to work. Don’t depend on others- if it is to work, it is because of me. Just like Rudy’s.
Look at your life, your business. What are you looking for others to do before you take action? What can you do to delight the “customer”? What can you do to “guarantee that every customer is delighted because of me”?