The Things People Don't Have to Do

Welcome to the 141st edition of “In Touch”. As always, I would love to continue the conversation so please hit reply and let me know what you think.

Story of the Week: “The Things People Don't Have to Do”

A few months ago, my mother-in-law underwent eye surgery. The operation was successful, she recovered fully and life moved on. Then, about a month later, she received an unexpected phone call from the doctor.

There was no issue to discuss and no appointment to arrange. He simply wanted to make sure that everything was still going well.

The surgery had already been completed. His professional obligation had long since ended and yet he called anyway.

The story stayed with me because it reminded me of something I have observed repeatedly throughout my life. The things we remember most are often the things people did not have to do – but they did.

A few days ago, I was having coffee with Pambinos, a restaurateur friend of mine, when he shared a compliment that a customer had recently paid him.

“It’s not the salt in the food. It’s the soul.”

I smiled when I heard it because, in a strange way, I felt that both stories were about exactly the same thing.

We expect the surgeon to perform the operation well. We expect the lawyer to know the law. We expect the restaurant to serve good food. Competence is important, but competence is also expected.

What we remember are the moments that sit beyond the transaction. The doctor who calls. The lawyer who makes us feel that our case matters. The leader who remembers a conversation weeks later. The restaurant owner who makes every guest feel welcome.

As I reflected on Pambinos’ story, I realised that his customer was not really complimenting the food. After all, there are many restaurants that offer good food, honest prices and generous portions. What she was recognising was something much harder to measure: the warmth, the care, the pride and the attention that he and his team bring to the experience.

Perhaps that is why some professionals earn trust, some leaders inspire loyalty and some restaurants remain full long after others have come and gone.

The surgery was the doctor’s service. The phone call revealed his soul.

And maybe that is what Pambinos’ customer was trying to express that day.

It was not the salt. It was the soul.

Words of Wisdom

“When you do a thing, do it with all your might. Put your whole soul into it. Stamp it with your own personality.”  Ralph Waldo Emerson

A Question to Ponder, dear friend.

What part of your work is service... and what part reveals your soul?