I don’t know about you, but everyday I’m hopeful that someone, somewhere will dazzle me with extraordinary service. After all, I grew up as a baby boomer in the 50s and 60s. I was spoiled with top notch service. It seemed that the work ethic was different back then. People put in a hard days work, did quality work and came home exhausted but proud. Today it seems people just want to get by. I’m rarely “dazzled.” In fact, more often than not, I’m disappointed with service. I know that sounds cynical but maybe you can relate.

I admit, I’m a recovering perfectionist in a very imperfect world. My expectations are very high. I was a big Tom Peter’s fan when his book “In Search of Excellence” was published. In the book he gives countless examples of small and large companies that went to great lengths to provide remarkable service. Today, it seems that, especially large organizations, just don’t care about that notion. If a customer complains, instead of trying to figure out how to make it better, they would just as soon “show the customer the door.” Yes, consumers today are more demanding and potentially unreasonable in some of their expectations, but everyone should be given the benefit of the doubt.

Apathy about customer service is perhaps a symptom of deeper, more troubling issues with our country in general. People are obviously divided and passionate about our leadership or lack thereof. We all know about the trouble with our education and healthcare systems. Many people are frustrated and rageful about many issues that just don’t seem to get the attention deserved. Overseas, we are often looked upon as truly “the Ugly American.”

These are challenging times for sure. The average person feels powerless to effect change. What can we all do to restore this country back to GREATNESS? I think we can all start by taking pride of ownership in whatever it is we do. We need to again, “put our best foot forward” every single day. If we make products, let’s make great, high quality products. If we provide service, let’s endeavor to WOW our customers with amazing service. I am confident that every single one of us can make a difference if we really try. Remember, the butterfly effect … those tiny flapping wings that could have a ripple effect on the world and theoritically cause major changes elsewhere on planet Earth.

Today is a new day …

Tom Barton

Owner, Barton Home Care