Last time, I told you about a recent experience I had at a local bakery when my simple order went all wrong. I wanted a wheat bagel toasted and served on a plate with a bit of butter on the side.
What I got was a toasted wheat bagel, smeared with cream cheese and packaged to go in aluminum foil.
Not what I ordered.
The problem was due, in a large part, to the fact that the woman preparing my bagel was distracted. She stopped what she was doing, left it sitting there and then came back to finish up my order. I referenced celebrity chef Bobby Flay’s key to cooking success: “There is no substitute for paying attention.”
HIs advice goes far beyond any kitchen.
There are countless examples about the positive, moneymaking, timesaving things that happen when you are customer-focused and paying proper attention.
Paying attention means the customer gets what they ordered—not what someone else ordered or not what you think they might have ordered. Because you pay attention, the customer is happy.
Paying attention means listening (and really hearing) when a normally upbeat person on your team sounds distant and distracted. Paying attention would lead you to ask, “Are you OK? It seems like something’s bothering you, so let’s talk.”
Paying attention is noticing an out-of-character comment in an email. Really paying attention would have you following up with: “I read your email. What did you mean by that?” If you’re paying attention, you would notice when a long-term client who normally is friendly and open about a project becomes guarded and formal in his interactions with you.
Many times we think bad news like, “I’m quitting” or “We’re going to use another architect” seems to come out of the blue. Only later, when reviewing past interactions, do we say, “Now I understand why this happened.” Then it’s usually too late to fix the situation. If we had been paying attention, there’s a chance the bad news could have been avoided.
Being altogether present and paying strict attention is tough. It’s hard to keep your radar up when you have too many things to do and too little time in which to do them. But Bobby Flay was right. There is no substitute for paying attention.
Pay attention. Silence your swarm. Work in the moment. Focus. Try to reduce the number of situations where you are distracted. Being distracted causes errors, and it keeps you from doing your best work. Remember: If you pay attention you will be rewarded with increased income and recognition. If you don’t pay attention, you will have pain and tension. Which do you want?
“Human beings, by changing the inner attitudes of their minds, can change the outer aspects of their lives.”
— William James, philosopher & psychologist
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