People Are Watching You.

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People Are Watching You.

Encourager-In-Chief: May 6th, 2020

What will they see?

When I was 11 years old, my next-door neighbor and I wanted to take advantage of an extra heavy dumping of snow on Long Island. We asked neighboring homeowners if they wanted their snow shoveled. At the first house we approached, an elderly man agreed to pay us each two dollars to take care of his driveway and sidewalk. Although it didn’t seem like much for a couple of 11-year-olds, we were thrilled to get our first job.

As I finished up the man’s front porch, he opened the door slightly and said, “Here. Don’t tell your friend. This is for you because I saw how much harder you’re working than he is.” I looked down and saw a 50-cent piece in the palm of my hand. But I didn’t understand what I could possibly be doing differently than my friend. After all, we were both 11 years old and were both shoveling snow with snow shovels.

I learned several lessons that day about service. First, someone is always watching. You need to decide what you want them to see. Second, it’s possible for two different people to do the exact same task at different levels of commitment. Third, your customers can tell how much harder you are working than your coworkers even if you can’t. And fourth, people will pay more for what they perceive as greater value — in this case 25% more.

What I did with a snow shovel that day, you can do today in your own business. It doesn’t take a great amount of extra effort to outshine your competition or even your coworkers. Please note that I was not trying to show up my neighbor, nor was I even aware that I did anything differently than he did. My only concern then and now was that the customer felt he received enough value to warrant paying for my service. I challenge you to always put forth a superior effort and remember that, even if you can’t tell, somebody else will be watching.
Do a job big or small, do it well or not at all.
- Jimmy Madonna

This blog is based on information from my seminar entitled, Legendary Customer Service V: The Joy of Serving Others.

Legendary Customer Service V: The Joy Of Serving Others


I encourage you to view my Become an Ultimate Service Provider audio program at Dave Romeo Online University, which also covers this lesson in much greater detail.

Become an Ultimate Service Provider audio program

Become an Ultimate Service Provider audio program


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