When Service Goes Beyond the Job Description
A family vacation at a California resort gave me one of the most valuable business lessons of my career. My eight-year-old was nervous as could be and hesitant to leave me. Truthfully, she had a bit of separation anxiety. I told her that we’ll have her try the summer camp at the hotel for just a few hours.
We walk into the room where the camp counselor was. It was clear she was overwhelmed with all the other children. My daughter sensed that and squeezed my hand. I tried to comfort her saying it’ll be okay and that Mom and I will be right there in the hotel.
A rocky start to say the least. Then José appeared.
He came over to my daughter, seeing her apprehension. He knelt down to her level to talk with her, telling her how much fun she was going to have, and gently helping her feel comfortable. Within minutes, she was smiling and ready to join the activities.
Later, I found José picking up towels and cleaning around the pool area. When asked if this was part of his job, José simply said, "No, but I don't like to see a mess around here."
He wasn't even a camp counselor. He was the pool lifeguard for the hotel. But he saw a problem and stepped in.
Real Leadership
José's response when asked why he cared so much was so genuine and profound. He said, "I love this place. I'm grateful for the opportunity to work here. These people are here to have a good time, and I want to help them."
According to a recent study, 64% of customers leave businesses due to poor service experiences. In Canada's competitive market, this statistic should terrify every business owner.
My family and I returned to that hotel for years. Not because of the facilities or marketing, but because of José. He understood that leadership means doing the right thing when nobody's watching.
Three Ways to Create Your Own José Effect
Build a Culture of Ownership
Your employees need to feel invested in your success. José felt grateful for his opportunity and wanted to contribute beyond his job description. Create this mindset by sharing your vision, recognizing contributions, and showing genuine appreciation for your team.
Hire for Attitude, Train for Skill
Technical skills can be taught, but genuine care for customers comes from within. During interviews, ask candidates about times they went above and beyond for others. Look for people who naturally want to help and solve problems.
Empower Front-Line Decision Making
José didn't need permission to help us out. He felt empowered, and even happy to lend us a hand.
Your employees should feel like they can resolve customer issues on the spot. Give them guidelines and trust them to make good decisions. No micromanaging. Faster resolutions. Happier customers.
The Ripple Effect of Exceptional Service
Small businesses have a unique advantage – we can provide personal, exceptional service that big corporations struggle to match. When your team adopts the José mindset, customers become advocates who refer friends and family.
We could have chosen any hotel for their future vacations. José's actions created customer loyalty that marketing dollars can't buy. He turned a potential negative experience into years of repeat business.
The Cost of Mediocre Service
Every interaction is an opportunity to wow or disappoint. Your team members who just "do their job" without caring about the customer experience are costing you future revenue. One bad experience can damage your reputation with potential customers.
Always Live as a Leader
A true leader lives as a leader everyday. It’s not something that they turn off and on.
Whether you're a solopreneur or have a team of fifty, you can implement the José effect starting today. Train your people to see problems as opportunities to shine. Reward those who go above and beyond. Most importantly, model this behavior yourself.
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