Throughout my life, I have observed that there are two types of people out there – those who aspire to excellence and those who are content to get by. This extends to businesses as well. For example, consider Chick-fil-a. Just like McDonald’s or Burger King, Chick-fil-a is a fast food joint. But unlike their competitors, it’s apparent that Chick-fil-a aspires to be something more. You see it in the quality of their staff and the quality of their food. As far as fast food goes, Chick-fil-a is the gold standard of excellence in all that they do.
Unfortunately, there are too few businesses out there striving for excellence. Companies try to cut corners, find the cheapest bidder, outsource their call centers to people who struggle to speak English, or engage in other practices that show anything but excellence. These companies try to gain our confidence but they never will. We may use their products and services, but only when we’re looking for a cheap solution. Indeed, these companies have turned their products and services into commodities differentiated by nothing but cost.
When people look at the goods and services your company offers, what do they see? Are you an organization demonstrating excellence in all you do, or a another in a long list of organizations content to push the mediocre?