Race to the Top or Race to the Bottom?

Running to the top

by daniel on June 14, 2011

I will not hide my tastes or aversions. I will so trust that what is deep is holy, if we follow the truth, it will bring us out safe at last. – Ralph Waldo Emerson

Challenge “Think of a time when you didn’t think you were capable of doing something, but then surprised yourself.  How will you surprise yourself this week?”

I joined the Ralph Walson Emerson #30 writing challenge to have ideas for posts. Each idea is engaging and provides food for thought.

The quote above discusses the surprise you bring yourself when you don’t believe you can’t do it. I think that as an organization it is even more important as the truth is that we have two races: to bottom and to top.

Race to bottom is what cellular companies do: the offering is followed by a list of small letter limitations that make the cellular company the king and the customer a servant. Any action provided by the company on behalf of the customer is received as a gift from the company and actions beyond the obligation.

Race to top happens with local coffee shops, providing a smile, an addition to the menu or a free sample given just because they can.

How you can impact the race?

In the local coffee shop, since it’s a small place, everyone counts and the attitude of a person can have a great impact on the perception of the shop. In the big corporation is different, almost everyone thinks he (or she) can’t have an impact. It is not true, there is always place for personal touch and trying to give a bit more than the regulations allow. In addition, the idea is to change the organization from within; to have a voice from the customers, to the management raising the bar of service.

At the end its all about caring and pushing yourself beyond the basics, of providing a service and attitude so above the bar that its really noticeable.

(The picture courtesy John Aslam @ flickr )

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