You’re only as good as your last order
I’m sure what I am about to say has graced the lips of a myriad of motivational speakers before me, but I will say to you again: you’re only as good as your last order. It’s a funny thing; if you do your best, if you’re honorable, if you hit your benchmarks—then you’re doing a good job. This mantra that we employ even in the truss world works both ways. One—it holds us accountable. Keeping this mantra gives us a standard to strive for— ensuring every order is correct and if the order goes wrong, the way you rectify that situation creates an impression. In regards to the customer, they may have a hundred jobs go well for them, but if their last order goes wrong some may tend to throw out the baby with the bathwater.
People only seem to remember that last order. Maybe it’s because people can send an email or leave a nasty voicemail and it’s out of the way, dealt with. Years ago, things were different; you had to look a man in the eye and tell him why you weren’t going to get this next order. It’s the kind of situation that works both ways, in establishing that relationship between provider and customers. Life has become more about the dollar than about the quality for some companies; some people want the first class experience at coach rates. The problem with that is how unrealistic those expectations are. It really throws me off, because you can do a good job a hundred times, but mess up that last order and for some, those prior accomplishments will not matter.
What you can take away from this is not to let one bad day spoil your whole month. Like in business, you build relationships with everyone around you. They remember you for the things you do and the things you say. By doing what’s right, you create a solid “order,” something that people will take away and hopefully the reason people want to return. Everyone wants the gravy, but so few are willing to work for the biscuit. In an instant oatmeal society, strive to be the person who builds long-term relationships that continue after a botched job. Now that botched job could be anyone’s fault, but how you handle yourself and the impression you leave makes all the difference. I would rather have it slow and right than fast and wrong. As we play this game of life we must always remember this is for the long haul, looking at the order that is twenty years from now and not the one on hand.
