A Different Take on Service


I run a small business, and our focus is on working with small businesses. I have learned so much from my clients, from both their successes and challenges, and it’s been a fascinating aspect of consulting. So this is a little outside the scope of tech, but I wanted to share a great podcast that I think most of us will find relevant, even if you aren’t in the hospitality industry.

The podcast is from Fizzle, a company that…well, I’ll let them tell you: “honest training + vital community for people who want to build their thing and support themselves. It’s for creatives, makers, artists, hackers, bloggers and internetters willing to dig in and care about the what and why of independent business. “

Their blog and podcast makes for some interesting reading and listening, but I want to point you to a particular podcast. The interview is with Mark Canlis, of the family that runs Canlis in Seattle (I’ve never been, but next time I’m up that way I’m headed there. :>)

While this is most directly relevant to folks in hospitality, all of us in business are in customer service in some form and Mark beautifully articulates some concepts here that could fundamentally change the way you think about the service(s) you offer.  Do yourself a favor and go listen here and then come back:  Fizzle Interview with Mark Canlis

Ok, so I particularly love his comments about the difference between rules and tools vs. the strategy for winning. The rules are things like, you have to make a profit to stay in business, if it’s a restaurant the food has to be good, and tools are the things you use (your product, your space or presentation, etc.) vs. the strategy; the strategy is where you find the real value and meaning for yourself and your customer.  It seems obvious stuff when you spell it out, but he articulates it beautifully and brings such clarity to the thought process around it. I also love the way he applies the same logic to his employees, thinking about who they are becoming as well as what they do. Anyway. Just a terrific podcast and a great reminder about service and what it takes to get it right. Hope you too found some inspiration here.

Posted in: Tech Tips for Business Owners

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