In business, financial success boils down to a business’s commitment to product, price, and/or service. Some businesses build their brand around quality of product, some around price, and others around service.
For example, Apple focuses on product. Their customers are willing to pay higher prices and endure inconveniences like waiting in long lines at Apple Stores to acquire products they believe to be higher quality.
Walmart focuses on price. Their “Always lower prices, always” and “Save money, live better” slogans make clear the superstore’s commitment. Their customers are willing to accept budget-friendly products and minimal service in exchange for lower prices.
Companies likes Disney, Trader Joes, Publix, and Chick-Fil-A focus on providing quality service. Their customers are willing to pay a little more in exchange for outstanding service and atmosphere.
Excelling at quality is difficult for businesses striving for profitability. When it comes to product, price, and service, it’s hard for a business to be good at one. It’s really hard to be good at two. And it’s nearly impossible to be good at all three.
Yet, the presence of good teammates—employees who inherently provide outstanding service—can make the impossible possible.
Though appreciative of compensation and deserving of recognition, these individuals aren’t driven by money or accolades, like mercenaries. They’re driven by purpose, like volunteers.
Studying the art of being a good teammate has made me increasingly aware of the impact of these types of employees. I’ve highlighted some of them in past Teammate Tuesdays (Darnell the Mover, Caroline the Compassionate, Harold the Shuttle Bus Driver, Carlos the Car Care Specialist, …).
A few weeks ago, I shared a video on social media about Papa Diesel’s BBQ, a new barbecue joint I happened upon in Apopka, FL. I’ve been back several times since then. Though I haven’t quite achieved Norm-Peterson-status, I have completely fallen in love with their food, especially their cornbread. (*Hands down, the best cornbread I’ve ever eaten!)
But as much as I appreciate the quality of Papa Diesel’s food and their reasonable prices, I appreciate more the quality of the service provided by a particular server named G. She’s the kind of employee who transforms a simple transaction into something memorable.
G has an infectious personality, capable of brightening the day of even the most unpleasant customer. Her folksy charm puts customers at ease and makes them feel welcome. She makes them feel like they’re eating at a trusted family member’s home.
At Papa Diesel’s BBQ, patrons place their orders at the front counter before finding a seat at an open table. A server then brings your food to your table when it’s ready.
The first time G brought my food to my table, she introduced herself and encouraged me to not hesitate to let her know if our party needed anything else. I asked her what “G” stood for. She said, “Just G. I’m simple. I’m as country as they come. That means I like good food and good people.”
Her unassuming response automatically led to me to suspect that at least on some level, “G” stood for “Good teammate.”
G doesn’t only serve food. She serves smiles, happiness, and comfort. She serves the needs of her customers (i.e. her “teammates”) with invested sincerity. Like all good teammates, G’s approach puts people at ease.
If you’re a barbeque connoisseur or ever just visiting the Apopka, FL area, I recommend checking out Papa Diesel’s BBQ. You’ll experience good food, good prices, good service, and a bona fide good teammate in G.
As always…Good teammates care. Good teammates share. Good teammates listen. Go be a good teammate.
