Good Food Fast: a story of over-commitment

Wanted to share an observation that came up when I was with my daughter on Christmas day. We went down the street to the Waffle House – which is the only place opened and it was packed. So crowded that you would have to ask why they are the only restaurant open? And it has been this way for years. But the other thing you noticed is that Waffle House is committed to having their A team there for the big game. They know that they are the only game in town. But they do not lay back; instead they had everyone there to make sure they provided the best service and performance on a big day. They did what they do every day (which is also their motto) “Good Food Fast”.

The point that stood out is that they took their market position and what makes them special and different and OVER-committed to the idea. So much so that they have all hands on deck for what has to be the hardest day of the year to have the commitment from the staff. But everyone was there and in the same amazing mood that has become part of the experience of coming to the Waffle House. I am sure everyone has been to a waffle house – if you have not you should go to enjoy a simple concept executed extraordinarily well everyday 24/7 and if it has been a while go to see a company that over commits to their concept and culture every day. It is an object lesson every time I go.

I will remind you of the classic difference of commitment and involvement that we have shared with you before. Look at a breakfast plate of bacon and eggs; the chicken was involved but the pig … the pig was committed. We must remember that which we do best, and not just commit, but over-commit to the things that make us different and special to our customers. Your service to your people and customers, their experience, your systems and culture all must focus on the attributes that you can knock out of the park. We must remember that these are the key special attributes we bring to the table and must focus on them always. And that anyone can work but it takes special people to commit.

And remind our people that commitment works both ways. One, we must be as committed to them as we are asking them to be to us. And two, remind them that yes they have to commit to something special but part of what makes it special to us (and should be to them) is that they have chosen to commit. Their commitment makes us special as well.

I know there is nothing here we have not discussed before – it was just a thought that came to my head after a visit to a place that over-commits to the things that make them special. When we think about ourselves and our teams we should look at what makes us special and different and then do like Waffle House and over-commit to it every single day.

Happy holidays

The value of a good story

Think back to memories in your head. Are they facts and figures or do they tend to be images? My guess is that you have images and stories that you recall.

There is extraordinary power in these stories being imprinted in our mind. So think of an area you want someone to improve and then tell them a story. And you have two options here…

1) Think of a story that someone did something right demonstrating the specific behaviors you want them to exhibit
2) Paint a picture of what it would be like if they did these behaviors.

The key here is specifics. It is not “good customer service” it is “imagine the customer laughing on the way out joking with the cashiers”; it is not “be more efficient” it is “imagine it is 3 p.m. and you have nothing you have to do because you have completed those tasks and you go to your ‘want to do’ list and start cranking”. Better yet… have your people draw up these scenarios and read them to you.

These details put an image in our mind and make it seem real to us. It helps our people know where we want them to go. It is a picture of the goal they can put in their mind. And stories make it easier. A good scenario can imprint what some planners call “a memory of the future” in our mind that we can use to direct ourselves and our teams.

Take a few minutes this week and see if you can find a time to use stories and specifics to teach your people and see if that helps the story sink in.

The more scenarios of desired performance or stories with details of where we want everyone to be – the easier it will be for our people to see where they are going and for you to lead them. And that is of course what we all want to know.

If you try it out let me know and see if a good story can help your people move. I think you will see that it will.