Last week, I was picking up food in Atlanta for us to try in advance of using the place for catering my daughter’s Bat Mitzvah (I can’t believe how much she seems to have grown/matured in the last few months).
Unfortunately, the pick-up experience was AWFUL. But instead of ranting about my frustrations with the hostess, I wanted to flip this into something more useful for running your business or figuring out how to stand out in your career.
First, let me throw out a question for your consideration. What do you think is the most important role in the health and success of a consulting firm?
I’d be willing to best most people’s first instinct would be to say the partner is most important. I mean they must be important to be sitting at the top of the food chain right?
Back in the day, I would’ve said the same thing but today I have a different perspective — one that varies depending on the project.
It could be the partner but it just as easily be the director, senior manager, or manager. It all depends on who is having the most interaction with the client. Regardless of which role you’re in, knowing this simple fact can make a world of difference in your trajectory.
Let’s go back to the restaurant example to make this even more real. Pre-covid if I asked you who the most important role was, a good chunk of people would probably say the server, maybe the cook. The server really drives the dining experience but of course everyone is there for the food.
Now think about the world as it stands now where there is a huge shift to take-out orders where people are spending way more time waiting at the front of the restaurant. That role now requires a way different skillset than before and could be the difference between whether a customer comes back, regardless of how good the food is.
That’s the same reason one of my marketing mentors, Brian Kurtz, talks about customer service being perhaps the most important marketing arm for any business.
Anyway, something to think about.