“Tighter than bark on a birch tree;’ ‘He can squeeze a nickel so hard the buffalo screams;’ ‘He has short arms and long pockets” All of the preceding could be applied to the owner of the pizza restaurant where I worked. Hovering over a pizza, he would scowl if there was one extra piece of pepperoni; he limited salad dressing to a tablespoon and we poured 11 not 12 ounce draft beers.
Knowing how tight he was, I couldn’t keep quiet when he told me to put extra ingredients on a customer’s pie. “Mr. Styles, are you sure you want me to ‘load’ this pizza?”
He surprised me with his answer: “Yes. He’s a regular customer, spends a lot of money and I want to make sure he keeps coming back.”
Years ago, Terri and I regularly frequented a Winter Park seafood restaurant. They served good food and Freddy our waiter always took good care of us: on a crowded night, even without a reservation, we would be seated; occasionally a free appetizer or glass of wine would appear and he always knew when there was a special occasion. In Winter Park, there were numerous restaurant choices but we always returned to where we were welcomed.
I’m a creature of habit, on Mondays I eat at a local Wendys and Thursday is “taco day” at Taco Bell. Only once has the Wendy’s manager spoken to me and then to explain that they were charging me more than the listed price because the listed price was wrong. The Taco Bell manager treats me like I’m the franchise owner: he greets me with inquiries about my health; from time to time there is an extra taco on my plate and he checks to make sure everything is alright. The quality of the food and the service at the Wendy’s restaurant is better, however, I prefer the taco place.
People are confronted with a variety of options when it comes to almost everything: restaurants, stores, entertainment and relationships. With numerous choices, deciding what to spend money on is a challenge. Product, service and price are the primary drivers of the decision, also playing a part are intangible elements, such as demonstrating appreciation.
Gratitude is also important in personal relationships.
Tired, reading a novel and beginning to fall asleep, I only grunted in response to Terri’s account of dealing with a problem. Sensing her silence, I looked and found her staring at me with a hurt expression. She had spent her lunch hour tending to our predicament and my appreciation was an annoyed grunt. My response had hurt her feelings and dampened her excitement over a task well done.
Business people readily recognize that relationships are built upon a foundation of honesty, trust and service. However, they often fail to acknowledge appreciation as an additional important element. Gratefulness demonstrates a selfless willingness to recognize other people’s efforts and achievements.
In our business as well as personal lives, a generosity of spirit often determines the depth of our connection with others.
“The deepest principle in human nature is the craving to be appreciated.” – William James