The Wow-Factor In Your Work

As a teenager, I spent five years in the Royal Canadian Air Cadets - Squadron 653. If there's one thing I learned in those five years was how to spit-polish a pair of shoes. If you can see yourself in the shine, then it was done right.

As much as I may know how to give a pair of shoes a great shine, I still prefer to frequent someone who does it for a living. I've had shoes shined in airports, hotels and on street corners. So when I checked into the Hotel Saskatchewan in Regina this week, and spotted the sign for on-site shoe shines, I checked it out. That's where I met Trevor. In his early to mid-twenties, Trevor obviously takes pride in everything he does. He is fit, well dressed and sports a pair of shiny shoes.

Over the twenty or so minutes Trevor worked on my shoes, we talked he explained his philosophy on shined shoes.

"I get a lot of business people through here," he said. "Many of them, when getting ready to interview a potential new employee, check out their shoes. If the new employee won't take pride in how they look themselves, then they won't likely take pride in the work they do."

"How we do one thing is how we do everything," I added.

"Exactly." He looked up at me.

I simply observed Trevor do his work. He was meticulous. Soap solution to wash off old dirt. A little alcohol to remove old layers of polish. Trevor got his fingers into the new polish, applied three coats, set fire to the polish to help it penetrate the leather, applied some water a few times, brushed and brushed and brushed and finished with a little lighter fluid and soft cloth rub. No powered brushes, no fake polishes, no Armorall (fake shine) and no shortcuts. The shine was noticeable. Those shoes reflected light from all around the room.

After twenty minutes in the chair, I stepped off of the shine stand.

"That'll be six dollars," he said firmly.

"No it won't," I replied. "Six isn't enough. I'll pay you ten instead."

I paid him ten, which, in my mind, was still a bargain for the quality of work. Oh, and so you know, Trevor gave me the best shoeshine I've ever found anywhere. Do yourself a favor if you're in Regina. Stop by the Hotel Saskatchewan and walk away with a smile and a shine.

Attitude Adjustment: Would people be willing to take the time to tell a story of how good your service and quality of work is? If not, is it possible you're not taking enough pride in what you do? People remember people who offer their best every single time - no excuses. How can you "Wow" your customers today? Remember, Customer Service isn't just a department - it's an Attitude.