56.
The $ 600 Sandwich
Never a dull moment in my life. I just got back from lunch. I went out to pick up a sub sandwich from my
usual place. Get this: When I checked my receipt after swiping my debit card, the bill said $ 577.89. They
sell great sandwiches, but that was a bit rich for my blood.
A couple of leadership lessons I want to offer you from this little escapade:
OAD. Great businesses are remarkably detail oriented. I love what Stephen Jay Gould once said: “Details
are all that matters; God dwells in these and you never get to see Him if you don’t struggle to get them
right.” At our company, we talk about OAD: Obsessive Attention to Detail. The best organizations I’ve
worked with sweat the small stuff. They understand that customers notice every little detail. The woman
behind the counter was not being present in the moment. She should have punched in $5.77. Big boo –
boo. And her boss was standing next to her. Oops. I was gracious and helped her save face. Many
wouldn’t have.
Take Personal responsibility (and do it fast). When I checked the bill and saw the (outrageous) error, I
mentioned it to the woman politely. Her reply was classic: “Didn’t you check before you okayed the
amount?” No one wants to take responsibility for things anymore. We blame everyone else. After a few
minutes, she got her wisdom back and apologized profusely. I know she just got scared when she saw
what she’d done. And most of us, when we get scared, blame others to avoid the pain of owning the
mistake we’ve made.
Pay Attention. Glad I checked my bill. Sometimes I don’t because my mind is up in the clouds, dreaming
about how to change the world. But world – class leaders are attentive. They reside in the moment.
The best organizations I’ve worked with
Sweat the small stuff.
I’ll go back to this place. The owner gave me the sub for free and they all felt bad. But their
credibility has been seriously undermined and they’ll need to earn my trust back. I pray they will because
they make really good sandwiches.