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