Terrence is excellent at what he does. From a technical standpoint, he knows how to keep the facility clean. He’s the lead custodian, and he knows that keeping things straight does not necessarily mean keeping things sanitary. He knows what chemicals to use and not to use, how to make sure the floors get cleaned and waxed properly. He knows when to hit the bathrooms, when to address the office spaces.
Although Terrence works in an office setting, the way his company is structured, he actually reports to managers in the corporate housekeeping department in a different location.
He was meeting with his facility office manager one day, and she was making a special request. He responded: Sure thing! You’re the boss.
When it comes to Terrence’s specific job, she is not the boss. He directly reports to the person with the hiring/firing authority – the person in the corporate office. Terrence knows this, but in his mind, he treats the office manager like she’s the boss, too.
She is the ultimate customer. She is the one that is trying to manage this facility, create the kind of culture she’s searching for with the staff. She’s the one that’s trying to help the business become even higher performing.
And Terrence understands that his job is to increase his customer’s likelihood of success.
To Terrence, it’s a mindset and an understanding that the customer, in the end, is the true boss.
Reflect on the mindset that you bring into conversations with the customers. The customers are the ones that you are ultimately doing your work for, the ones that you are trying to help succeed, the ones to whom you’re trying to provide a great customer experience.
Foster a mindset that’s a motivator to deliver a great experience to the ultimate customer.
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