Dear Manager,
As managers we have the distinct advantage and opportunity to enjoy an overview of the philosophies, attitudes and approaches to “doing business.” It is a fascinating slice of life and only we, as managers, have the luxury of a front row seat. We have a clear view of our customers, with the opportunity to compare their operations to those of their competition. We have a clear view of our sales associates, with the opportunity to compare their business to that of their peers. We have a clear view of our fellow managers, with the opportunity to compare their skill and approach to that of their counterparts in our industry.

In all instances, there is an elite group that stands alone when compared with others. Who are these individuals, and why? This is an enormous equation, one founded in some very basic fundamentals. What single quality and factor consistently stands out, setting these individuals apart?

In an interview with Lucille Ball I recently say, soon after she retired from television, she was referred to as an icon in American television, having set a new standard for comedy in television and in her profession over her thirty-five-year career. What allowed Lucy to appeal to the masses in the 50’s as well as in the 90’s? When asked by the interviewer what quality provided her staying power as compared to other performers of her time, she simply responded:

“IT WAS MY RELENTLESS ATTENTION TO DETAIL.”
So often in American business this very simple axiom has become lost. As managers, there is no longer the accountability to insure its singular priority. What was once a foundation for business success in their early years has, in many instances, been cast aside. Being relentless about any aspect in life or business requires tremendous discipline. There are so many factors that will take us off course. For attention to detail to succeed, it must be accepted as a way of life.

To avoid confusion, there is a difference between relentless and obsessive. An obsessive approach makes the assumption that we live in a perfect world; all its aspects should fit within our expectation of this perfection. A relentless approach understands the real world, and accepts the challenges required to maintain the highest standard that is individually possible.

A high standard of detail fulfillment creates a very strong foundation for many secondary fundamentals of success. It comes down to developing a high standard and insuring our very best effort. Often we learn this standard from working with others who have set a high standard for themselves. It is highly contagious once you fully understand the value of its application.

My introduction to this relentless approach to business was in my teens while working in my uncle’s grocery store. I can remember spending hours and hours sweeping, cleaning and organizing areas of the store, over and over again, whether (to me) they needed it or not. At times I felt I was being asked to maintain the store as if it were Disneyland! If tasks were not completed to my uncle’s satisfaction, he barked out a name on the intercom from his office overlooking the store and everyone’s heart dropped to the floor.

With time, I found pride in knowing I helped to create one of the cleanest and most appealing atmospheres for our customers and employees. It simply felt so much better to work in this environment. I saw the value in my uncle’s sense of detail, and accepted its many benefits as my own.

Attention to detail and the personal touch for business has apparently become a thing of the past. We see it in the (lack of) service at the local gas station to the prolific use of automated attendant phone systems. Certainly, a case can be make that times have changed. To accept the notion that “no one seems to notice, or “I just don’t have the time,” or “they didn’t call me back,” or my personal favorite, “it’s someone else’s job,” are simply a crutch, and only fuel an acceptance of this lesser standard as the norm.

It is for this reason that management and its staff must get back to doing the little things that have been lost in today’s business environment. Believe me, they will be noticed and even exalted by those with whom you do business. Now, more than at any other time in our business culture, you will set yourself apart from your peers and will be remembered as one of an elite group that stands alone.

HOW DO WE ESTABLISH THESE PRIORITES FOR OUR ORGANIZATIONS?
The process for managers begins with their own attention to detail. We set many examples as managers, defining our priorities through our actions rather than through our words. Whatever your priorities are for your organization, the example must start at the top. Define your objectives in detail to your staff. Initiate new systems and review their progress to insure that the standards have been met.

All too often, management can be distracted by the “big picture,” sending a signal of acceptance to its staff that the details are no longer important. The relentless aspect in our objectives must come into play. Keep a log of your priorities to insure they have, in fact, been completed, both personally and by your staff. It will not take long for everyone to understand that you absolutely expect to meet these priorities. You must maintain a single-minded, no compromise attitude towards your organization’s fundamentals.

Once an expectation is accepted as reality, it becomes a matter of routine. Those you work with will, with time, begin to understand your priorities and (at least on your time) accept them as their own. No one wants to be called “on the intercom” and if we, as managers, are indeed relentless with our own standards, they, too, will be required to participate. While the initial value may not be recognized, with time it will become clear. Just as it was for me, this is an acquired skill for all of us, and is contagious by nature! As I suggested earlier, once this strong attention to detail is understood, there are many other qualities that feed on its foundation. Consider just a few of its applications for your staff relating to:

  • Delegation Fulfillment
  • Organizational Skills
  • Appointment Scheduling
  • Product Knowledge & Presentations
  • Problem Solving
  • Customer Follow Up
  • Timely Correspondence
  • Customer Relations

These are just a few of the very real benefits of establishing a relentless attention to detail. It can seem very simple; it is not. And it is this very attitude that only further illustrates the magnitude of the problem. No one can deny its value, yet if it were simple it would be a very common and deliberate aspect of American Business!

On a scale of 0% to 100%, are you 20% effective or 80% effective? Are you willing to challenge the priorities of detail fulfillment for yourself and those of your organization to maintain its priority, and to insure its improvement?

Many years ago I was listening to a popular radio commentator whose name you may recognize: Earl Nightingale. He spoke of The Greatest Secret and its impact for business. He referenced his findings with near reverence, and how so many individuals had spent a lifetime in business, never having uncovered the essence of doing business.

What was The Greatest Secret? “To succeed in business we must master and be willing to do the little things that our competitors simply don’t like to do.”

Personal Regards,
Keenan

INTERPERSONAL© is published by INTERPERSONALBIZ.COM, Keenan Longcor, Editor, ©2008. Duplication of this publication is permitted for both personal and business use. Excerpts may only be quoted with acknowledgment of INTERPERSONAL and/or INTERPERSONALBIZ.ORG as the source. For re-publication rights, please contact the editor at KEENAN@INTERPERSONALBIZ.COM