People will forget what we said, people will forget what we did, but people will never forget how we made them feel.
5 days a week we wake up to do a job defined by a scope of work. That scope leads to metrics which define our individual or team success. On each passing day we strive to improve our effectiveness toward these metrics.
The watch out however, is the focus toward numbers could skew our impact to the world. Although those metrics are key to our growth we must never forget why we exist.
Creating a Place Where Life Gets Better
Two weeks ago a field manager made a mistake on a door lock. Shortly after closing, the home buyers arrived to their new home only to find they were locked out. This field manager could have told them to wait there for 30 minutes while he unlocked the door. Instead he followed our purpose. He sent the customers immediately to a restaurant so they weren’t waiting while he fixed the lock. After the correction he drove to the restaurant to hand them the keys and pay for their meal. In our culture we call this “owning your role” and this is the perfect example if it’s definition.
Because homes are built by humans, mistakes are sure to happen. The question is how we see the situation. Is it from the eyes of another person? Or formulated by our own agenda. Yes, this was a minor thing that had nothing to do with our promise toward quality. But this field manager realized it took away their experience when looking at it from the point of view of an excited new home owner. A deflating situation during the most exiting part of buying a new home turned into a memory these customers will never forget. He Created A Place Where Life Gets Better.
The feeling of truly raising the day, weak, month or year of another person is simply the highest meaning someone can have. It is likely something “he” will never forget either.
People will forget what we said, people will forget what we did, but people will never forget how we made them feel. Equally as important…. we won’t either.
Have a great week team. You’re exceptional human beings.