excellence is a choice
Summary:
Striving for excellence amidst mediocrity.
- - Encourages listeners to take action by liking, commenting, and sharing the show to promote growth.
- - Highlights the importance of not conforming to average standards and instead aiming for higher achievements.
- - Mediocrity leads to stagnation, affecting growth, enthusiasm, and customer satisfaction.
- - True excellence requires a mindset shift; it's not reserved for the few but a decision everyone can make.
- - Proactive problem-solving and attention to details set high-performing teams apart from average ones.
- - Leaders establish a culture of excellence by holding their teams accountable and setting clear expectations.
- - Coaching and developing team members is essential for maximizing potential, but not everyone will meet expectations.
- - The home services industry, particularly plumbing and HVAC, is often overlooked until emergencies arise, highlighting its crucial role.
- - Providing an exceptional customer experience ensures clients choose your company over competitors.
- - Excellence leads to improved online visibility and higher customer reviews, driving business growth.
- - Key moments often arise weekly, but many fail to recognize them due to distractions.
- - Defining what excellence means for your business is essential for achieving it effectively.
- - Achieving greatness requires relentless execution and a commitment to standing out from the crowd.
- - To demand excellence, avoid mediocrity and focus on continuous improvement in all aspects of work.
**Defining Excellence**
- - Excellence is portrayed not as an innate trait but as a daily choice that individuals and teams must actively make.
- - It involves consistently going beyond the minimum requirements and striving for superior performance in every task.
- - A clear definition of what excellence looks like is crucial for teams to achieve it effectively.
**The Impact of Mindset**
- - Many individuals operate at an average level, doing just enough to get by, which undermines potential growth and customer satisfaction.
- - A mindset that embraces excellence differentiates high-performing teams from those that struggle.
- - The importance of being proactive and attentive to details is emphasized as vital components of achieving excellence.
**Culture of Excellence**
- - Leaders must set the tone for their teams; if average performance is tolerated, it becomes the standard.
- - Creating a culture that demands excellence encourages team members to rise to higher expectations.
- - Removing underperforming individuals from the team can be beneficial, as it helps maintain a focus on high standards.
**Customer Experience and Excellence**
- - The quality of customer interactions can significantly influence a company's reputation and success.
- - Providing exceptional service, especially during critical moments, distinguishes successful businesses from their competitors.
- - Excellence in customer service leads to positive word-of-mouth, better reviews, and ultimately, a more robust customer base.
**Execution and Consistency**
- - Achieving excellence requires intentionality and precise execution, not just hard work.
- - Teams should regularly revisit and reinforce their definitions of excellence to ensure that everyone is aligned.
- - Consistency in delivering high-quality service is essential for building a lasting legacy in any industry.
Yup
**Introduction to Excellence**
In the pursuit of success, the concept of excellence often emerges as a pivotal factor. The discussion emphasizes that excellence is not an innate trait but rather a choice made consistently in everyday actions. This mindset distinguishes individuals and organizations that strive for greatness from those that settle for mediocrity.
**The Average Mindset**
A significant portion of the workforce operates with an average mindset, merely doing enough to get by. This complacency raises questions about why companies fail to thrive, why teams lack motivation, and why customer satisfaction is often lacking. The underlying issue is that many individuals pay only lip service to excellence, failing to genuinely commit to its pursuit.**Defining Excellence**
Excellence is described as a daily commitment to showing up early, paying attention to minute details, and proactively addressing challenges before they escalate. It involves taking pride in one’s work, regardless of whether anyone is watching. Organizations that excel do so not through groundbreaking strategies but through countless small decisions where individuals choose excellence over complacency.**Setting the Tone**
Leadership plays a crucial role in fostering a culture of excellence. If leaders tolerate mediocrity, they set a precedent for their teams to follow. Conversely, by establishing high standards and expectations, leaders can inspire their teams to rise to the occasion. This culture of excellence not only helps in retaining top talent but also ensures that the team is equipped to handle challenges effectively.**The Importance of Customer Experience**
In industries like plumbing and HVAC, where services are often taken for granted until a problem arises, providing exceptional customer experiences becomes critical. The discussion underscores the need for service providers to distinguish themselves by delivering memorable experiences that leave a lasting impression. This commitment to excellence can lead to higher customer satisfaction, better reviews, and ultimately, increased business success.**Recognizing Key Moments**
Excellence demands vigilance and the ability to recognize pivotal moments that can influence outcomes. Whether it’s a customer interaction that could lead to referrals or addressing customer complaints, being attuned to these moments is essential. The focus should be on executing with precision and intentionality, as these moments often define the customer’s perception of a business.**Conclusion: A Commitment to Excellence**
The path to achieving excellence requires a clear definition of what it looks like within an organization. By articulating specific standards and consistently executing on them, businesses can cultivate a legacy of excellence. The choice to strive for greatness must be made daily, as it is ultimately the commitment to excellence that separates the best from the rest.Transcript:
0:19 - boys and girls welcome
0:22 - back to another episode of CX Riot radio
0:26 - where we talk about customer experience
0:28 - and stuff
0:30 - still in a hyper caffeinated State
0:35 - that's right we like
0:39 - caffeine we like taking copious amounts
0:44 - of it where it probably should be
0:47 - illegal and it's probably dangerous but
0:51 - you know
0:53 - what that's okay that's all right
0:57 - because we are
1:01 - are I don't want to say
1:04 - addicted but we follow the
1:07 - law if we could have other
1:09 - substances maybe we would maybe we
1:12 - wouldn't I don't know anyway um if you
1:17 - like what we do here we have merch we
1:21 - have
1:23 - books
1:25 - yeah so I know this is sounding a little
1:29 - bit n
1:30 - prish but that's okay cuz we got a
1:34 - really strong episode for you today and
1:37 - in the scope of uh what we're doing this
1:40 - year for season 3 for
1:45 - 2025 we've prepared a little um thing on
1:49 - a bob for you a little pep talk a
1:54 - little hey how you
1:57 - doing so
2:00 - right now I want you to if you're on
2:02 - YouTube hit that Thumbs Up
2:06 - Button give me a
2:08 - comment give me a
2:10 - share share the show so we can make the
2:13 - show grow if you're listening on one of
2:16 - the podcast platforms you know what to
2:20 - do give it five
2:22 - stars write a glowing
2:27 - review because that would be really nice
2:29 - of you
2:31 - but we've all we've already wasted two
2:34 - minutes of this and I know my last
2:37 - couple of episodes have gone a little
2:39 - long but I don't want to continue going
2:43 - long even
2:46 - though it got more listeners which was
2:50 - weird but it is what it
2:55 - is why did I lick that
2:58 - okay so
3:02 - this is another
3:04 - episode about striving for
3:08 - excellence that's right and this time
3:12 - we've gone old school we got the guy
3:15 - we've got the footage in the background
3:18 - we're just going to go all right we're
3:21 - going a little old school and by old
3:22 - school I mean like four weeks ago
3:25 - okay it is what it is as they say and
3:33 - well yeah so most people are out here
3:37 - playing for
3:39 - average they do just enough to get by
3:42 - just enough to keep their job just
3:46 - enough to keep their business afloat and
3:49 - they wonder why they never win they
3:53 - wonder why their company isn't growing
3:56 - why their team isn't fired up
4:00 - why customers don't Rave about their
4:03 - service how come nobody ever gives us
4:06 - five star
4:08 - reviews it's
4:10 - because they don't give a [ __ ] about
4:15 - Excellence if
4:17 - anything maybe they just pay lip service
4:20 - to
4:23 - it now if you're anything like what I
4:27 - what I imagine you to be what I hold you
4:30 - up as that ain't you you're
4:34 - here because you're looking for
4:37 - something
4:39 - more you're here because deep down you
4:43 - know that good enough is never good
4:46 - enough and that's exactly the mindset
4:49 - that separates the best from the rest I
4:54 - am a poet and I didn't even know it
5:01 - people like to act like Excellence is
5:03 - this big mystical eldrich thing like
5:08 - only a few people are born with it or
5:11 - only a few people reach it that is
5:17 - 100%
5:19 - [ __ ] Excellence is a choice it's a
5:23 - choice you make every single day and
5:26 - every single thing you do it's showing
5:30 - up early it's paying attention to the
5:33 - details no one else notices it's
5:36 - handling problems before they become
5:39 - problems it's being
5:42 - proactive it's taking pride in your work
5:45 - even when no one's
5:48 - watching the difference between a
5:50 - company that dominates and a company
5:52 - that struggles isn't some massive Earth
5:56 - Strate shattering strategy
6:00 - it's literally just a thousand little
6:02 - moments where one team CH chose
6:05 - excellence and the other one settled for
6:08 - that's that's good
6:10 - enough so we see business owners and
6:13 - managers all the time saying man my team
6:17 - just doesn't care like I do well no
6:21 - [ __ ] you're the one that sets the tone
6:25 - you set the example you are allow the
6:31 - excuses you get out of life and you get
6:34 - out of your team what you
6:45 - tolerate if you tolerate average you
6:48 - will get average if you let people slide
6:53 - they will
6:54 - slide
6:57 - but if you create a culture where
6:59 - Excellence is expected people will rise
7:02 - to the standard not all of them let's be
7:05 - real here some of them will just quit
7:09 - and honestly that's a good thing you
7:12 - don't want those people on your team
7:14 - anyway now work with them coach them get
7:17 - them as far as they can go but if they
7:20 - don't cut the
7:22 - mustard well they don't cut the mustard
7:25 - do
7:26 - they so and you all know
7:30 - me or if this is your first time now's
7:33 - your chance I'm in the plumbing and HVAC
7:36 - industry I'm in the Home Services the
7:39 - trades as it were and a lot of my
7:42 - episodes center around that or can
7:45 - be well okay basically it's what I've
7:48 - been doing for the last 13 years so yeah
7:52 - it's kind of in my blood and I grew up
7:54 - blue collar working class so I've been
7:57 - around the trades my entire life so
8:01 - but if you're like me and you're in this
8:04 - industry you know that it's not a very
8:07 - sexy industry right nobody wakes up
8:11 - dreaming about calling a
8:14 - plumber but when their pipes burst when
8:18 - their AC dies in the middle of
8:20 - summer that's when they need you that's
8:23 - when they need the industry nobody
8:26 - thinks about their Plumbing until it
8:28 - goes bad
8:30 - no one really thinks about their AC
8:32 - other than hey turn that off when we
8:34 - leave so we can save some money on the
8:36 - energy bill but they really think about
8:38 - it when it's 100°
8:42 - outside they go to turn it
8:45 - on and there's no cool
8:47 - air they're stifling they're
8:51 - hot there's only so many clothes layers
8:54 - of clothes you can take off before
8:56 - you're just indecent and you're scaring
8:59 - the
9:01 - neighbors
9:04 - so and here's a question when that
9:08 - moment comes when you get that emergency
9:10 - call are you sending in a bunch of guys
9:13 - who just get the job done or are you
9:16 - sending in the
9:19 - best the best of the best as an aside
9:24 - best of the best three was probably the
9:27 - best best of the best
9:30 - it was the
9:32 - best are you giving the customer
9:35 - a experience or are you making sure they
9:38 - walk away saying well damn I'll never
9:41 - call another company again that's the
9:44 - difference between companies that
9:46 - survive and companies that dominate
9:49 - Excellence is what builds Legends
9:52 - Excellence is what gets people talking
9:54 - Excellence is what makes your business
9:56 - Unforgettable Excellence is what gets
9:59 - you higher rankings on Google and higher
10:03 - reviews which in turn leads to more
10:07 - customers that you can be excellent
10:10 - with so every week there are roughly two
10:14 - to three key moments that can change the
10:16 - game for
10:18 - you but most people don't see them
10:20 - because they're too caught up in the
10:21 - noise or they're too caught up in their
10:23 - own [ __ ] maybe it's a customer
10:26 - interaction that could lead to a massive
10:27 - referral Maybe it's how you handle a
10:30 - pissed-off client maybe it's a decision
10:32 - about your team that could either
10:34 - strengthen your culture or weaken it are
10:36 - you locked in on those moments are you
10:38 - paying attention can you even recognize
10:41 - them when they're staring at you in the
10:43 - face are you executing at the highest
10:46 - level when it matters
10:47 - most most people
10:51 - aren't Excellence isn't just about
10:53 - working hard it's about working with
10:56 - Precision it's about being intentional
11:00 - if you don't have a clear definition of
11:02 - what excellent looks like in your
11:03 - business you will never achieve it so
11:07 - what does excellent
11:11 - look what does Excellence look like for
11:14 - your team what does it look like on a
11:17 - service call what does it look like in a
11:19 - customer interaction Define it write it
11:23 - down drill it into your team and then
11:26 - execute on that every single [ __ ]
11:33 - day so at the end of the day you really
11:37 - only have one shot at this whole thing
11:42 - one shot at building something great one
11:45 - shot at being the best in your space one
11:48 - shot at creating a legacy for you and
11:52 - your team and you won't get there by
11:56 - being good you won't get there by doing
12:00 - enough you won't get there by blending
12:03 - in with everyone else having the same
12:07 - colors on your Vans having the same
12:10 - color uniforms having the same values up
12:15 - on the walls right the same old training
12:19 - that everybody else
12:21 - does you you just won't get there you
12:25 - get there by choosing Excellence every
12:28 - sing single day in everything you do how
12:33 - you do anything is how you do everything
12:38 - so no excuses no shortcuts just
12:42 - Relentless undeniable world class
12:46 - execution so the only question left is
12:50 - are you going to settle for average
12:53 - average of course being another word for
12:56 - mediocre or are you going to step up and
12:59 - demand Excellence from yourself your
13:01 - team and your business because at the
13:04 - end of the
13:05 - day the choice is
13:08 - yours I'll see you next time
0:22 - back to another episode of CX Riot radio
0:26 - where we talk about customer experience
0:28 - and stuff
0:30 - still in a hyper caffeinated State
0:35 - that's right we like
0:39 - caffeine we like taking copious amounts
0:44 - of it where it probably should be
0:47 - illegal and it's probably dangerous but
0:51 - you know
0:53 - what that's okay that's all right
0:57 - because we are
1:01 - are I don't want to say
1:04 - addicted but we follow the
1:07 - law if we could have other
1:09 - substances maybe we would maybe we
1:12 - wouldn't I don't know anyway um if you
1:17 - like what we do here we have merch we
1:21 - have
1:23 - books
1:25 - yeah so I know this is sounding a little
1:29 - bit n
1:30 - prish but that's okay cuz we got a
1:34 - really strong episode for you today and
1:37 - in the scope of uh what we're doing this
1:40 - year for season 3 for
1:45 - 2025 we've prepared a little um thing on
1:49 - a bob for you a little pep talk a
1:54 - little hey how you
1:57 - doing so
2:00 - right now I want you to if you're on
2:02 - YouTube hit that Thumbs Up
2:06 - Button give me a
2:08 - comment give me a
2:10 - share share the show so we can make the
2:13 - show grow if you're listening on one of
2:16 - the podcast platforms you know what to
2:20 - do give it five
2:22 - stars write a glowing
2:27 - review because that would be really nice
2:29 - of you
2:31 - but we've all we've already wasted two
2:34 - minutes of this and I know my last
2:37 - couple of episodes have gone a little
2:39 - long but I don't want to continue going
2:43 - long even
2:46 - though it got more listeners which was
2:50 - weird but it is what it
2:55 - is why did I lick that
2:58 - okay so
3:02 - this is another
3:04 - episode about striving for
3:08 - excellence that's right and this time
3:12 - we've gone old school we got the guy
3:15 - we've got the footage in the background
3:18 - we're just going to go all right we're
3:21 - going a little old school and by old
3:22 - school I mean like four weeks ago
3:25 - okay it is what it is as they say and
3:33 - well yeah so most people are out here
3:37 - playing for
3:39 - average they do just enough to get by
3:42 - just enough to keep their job just
3:46 - enough to keep their business afloat and
3:49 - they wonder why they never win they
3:53 - wonder why their company isn't growing
3:56 - why their team isn't fired up
4:00 - why customers don't Rave about their
4:03 - service how come nobody ever gives us
4:06 - five star
4:08 - reviews it's
4:10 - because they don't give a [ __ ] about
4:15 - Excellence if
4:17 - anything maybe they just pay lip service
4:20 - to
4:23 - it now if you're anything like what I
4:27 - what I imagine you to be what I hold you
4:30 - up as that ain't you you're
4:34 - here because you're looking for
4:37 - something
4:39 - more you're here because deep down you
4:43 - know that good enough is never good
4:46 - enough and that's exactly the mindset
4:49 - that separates the best from the rest I
4:54 - am a poet and I didn't even know it
5:01 - people like to act like Excellence is
5:03 - this big mystical eldrich thing like
5:08 - only a few people are born with it or
5:11 - only a few people reach it that is
5:17 - 100%
5:19 - [ __ ] Excellence is a choice it's a
5:23 - choice you make every single day and
5:26 - every single thing you do it's showing
5:30 - up early it's paying attention to the
5:33 - details no one else notices it's
5:36 - handling problems before they become
5:39 - problems it's being
5:42 - proactive it's taking pride in your work
5:45 - even when no one's
5:48 - watching the difference between a
5:50 - company that dominates and a company
5:52 - that struggles isn't some massive Earth
5:56 - Strate shattering strategy
6:00 - it's literally just a thousand little
6:02 - moments where one team CH chose
6:05 - excellence and the other one settled for
6:08 - that's that's good
6:10 - enough so we see business owners and
6:13 - managers all the time saying man my team
6:17 - just doesn't care like I do well no
6:21 - [ __ ] you're the one that sets the tone
6:25 - you set the example you are allow the
6:31 - excuses you get out of life and you get
6:34 - out of your team what you
6:45 - tolerate if you tolerate average you
6:48 - will get average if you let people slide
6:53 - they will
6:54 - slide
6:57 - but if you create a culture where
6:59 - Excellence is expected people will rise
7:02 - to the standard not all of them let's be
7:05 - real here some of them will just quit
7:09 - and honestly that's a good thing you
7:12 - don't want those people on your team
7:14 - anyway now work with them coach them get
7:17 - them as far as they can go but if they
7:20 - don't cut the
7:22 - mustard well they don't cut the mustard
7:25 - do
7:26 - they so and you all know
7:30 - me or if this is your first time now's
7:33 - your chance I'm in the plumbing and HVAC
7:36 - industry I'm in the Home Services the
7:39 - trades as it were and a lot of my
7:42 - episodes center around that or can
7:45 - be well okay basically it's what I've
7:48 - been doing for the last 13 years so yeah
7:52 - it's kind of in my blood and I grew up
7:54 - blue collar working class so I've been
7:57 - around the trades my entire life so
8:01 - but if you're like me and you're in this
8:04 - industry you know that it's not a very
8:07 - sexy industry right nobody wakes up
8:11 - dreaming about calling a
8:14 - plumber but when their pipes burst when
8:18 - their AC dies in the middle of
8:20 - summer that's when they need you that's
8:23 - when they need the industry nobody
8:26 - thinks about their Plumbing until it
8:28 - goes bad
8:30 - no one really thinks about their AC
8:32 - other than hey turn that off when we
8:34 - leave so we can save some money on the
8:36 - energy bill but they really think about
8:38 - it when it's 100°
8:42 - outside they go to turn it
8:45 - on and there's no cool
8:47 - air they're stifling they're
8:51 - hot there's only so many clothes layers
8:54 - of clothes you can take off before
8:56 - you're just indecent and you're scaring
8:59 - the
9:01 - neighbors
9:04 - so and here's a question when that
9:08 - moment comes when you get that emergency
9:10 - call are you sending in a bunch of guys
9:13 - who just get the job done or are you
9:16 - sending in the
9:19 - best the best of the best as an aside
9:24 - best of the best three was probably the
9:27 - best best of the best
9:30 - it was the
9:32 - best are you giving the customer
9:35 - a experience or are you making sure they
9:38 - walk away saying well damn I'll never
9:41 - call another company again that's the
9:44 - difference between companies that
9:46 - survive and companies that dominate
9:49 - Excellence is what builds Legends
9:52 - Excellence is what gets people talking
9:54 - Excellence is what makes your business
9:56 - Unforgettable Excellence is what gets
9:59 - you higher rankings on Google and higher
10:03 - reviews which in turn leads to more
10:07 - customers that you can be excellent
10:10 - with so every week there are roughly two
10:14 - to three key moments that can change the
10:16 - game for
10:18 - you but most people don't see them
10:20 - because they're too caught up in the
10:21 - noise or they're too caught up in their
10:23 - own [ __ ] maybe it's a customer
10:26 - interaction that could lead to a massive
10:27 - referral Maybe it's how you handle a
10:30 - pissed-off client maybe it's a decision
10:32 - about your team that could either
10:34 - strengthen your culture or weaken it are
10:36 - you locked in on those moments are you
10:38 - paying attention can you even recognize
10:41 - them when they're staring at you in the
10:43 - face are you executing at the highest
10:46 - level when it matters
10:47 - most most people
10:51 - aren't Excellence isn't just about
10:53 - working hard it's about working with
10:56 - Precision it's about being intentional
11:00 - if you don't have a clear definition of
11:02 - what excellent looks like in your
11:03 - business you will never achieve it so
11:07 - what does excellent
11:11 - look what does Excellence look like for
11:14 - your team what does it look like on a
11:17 - service call what does it look like in a
11:19 - customer interaction Define it write it
11:23 - down drill it into your team and then
11:26 - execute on that every single [ __ ]
11:33 - day so at the end of the day you really
11:37 - only have one shot at this whole thing
11:42 - one shot at building something great one
11:45 - shot at being the best in your space one
11:48 - shot at creating a legacy for you and
11:52 - your team and you won't get there by
11:56 - being good you won't get there by doing
12:00 - enough you won't get there by blending
12:03 - in with everyone else having the same
12:07 - colors on your Vans having the same
12:10 - color uniforms having the same values up
12:15 - on the walls right the same old training
12:19 - that everybody else
12:21 - does you you just won't get there you
12:25 - get there by choosing Excellence every
12:28 - sing single day in everything you do how
12:33 - you do anything is how you do everything
12:38 - so no excuses no shortcuts just
12:42 - Relentless undeniable world class
12:46 - execution so the only question left is
12:50 - are you going to settle for average
12:53 - average of course being another word for
12:56 - mediocre or are you going to step up and
12:59 - demand Excellence from yourself your
13:01 - team and your business because at the
13:04 - end of the
13:05 - day the choice is
13:08 - yours I'll see you next time
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