I ordered the bottomless salad.
“That comes with soup,” Mike the waiter reminded me. “Which kind would you like?”
"No soup, thanks," I said.
But even though I was having only one course, Mike took it upon himself to make my lunch more convenient.
“I’ll bring you a large bowl of salad now, rather than smaller bowls one at a time.”
He also brought three cups of dressing right away, so I wouldn't need to ask for more later. Then, as I was finishing up, he asked if he could bring me an iced tea refill in a to-go cup.
Those may seem like small gestures, but I can’t recall a restaurant server offering them before.
Oh, and he was friendly and energetic, too.
Mike’s primary job was to take my order and bring food to the table, but within that limited scope of opportunity, he got creative. He anticipated my needs, applied some empathy, used the tools he had - salad, bowls and a disposable cup - and created a memorable encounter.
When I complimented him on his great work, Mike thanked me and told me he believes in the Golden Rule and the power of Karma. But I already knew that about him.
Now, try to tell yourself you can’t make the same type of effort for the people who keep your company in business.
Try to buy into the idea you don’t have the time to make a better impression or add value, that you don’t have the resources, or the job title, or any good ideas.
Try to swallow the notion that extra effort and care don't matter, that they're not a defining difference between the brands people love and those that disappear.
Go ahead. Try.