Better, Faster, More

November 28, 2009

Hope everyone had a great Thanksgiving. We did the Black Friday marathon today, finished up our Christmas shopping, and now am resting while watching Deadliest Catch.

While I was out shopping today, it reminded me of the magic triad I learned while in the Navy. I don’t recall anyone particular teaching it to me. It was through hard work and careful observation that let me to this most simple of theories regarding how to go about doing your job. You might even call it a work ethic, and that is “better, faster, more.”

This theory is truly as simple as it sounds. If you do your job better than you’ve been asked (a.k.a. exceeding expectations), you perform your job faster than asked (keyword efficient), and you do more than asked (keyword thorough), you will undoubtedly be successful. In a very basic example, when I was doing administrative work in the US Navy for an officer, the officer asked me to make copies of a presentation she was going to give later that day. She asked for 10 by Noon. I made her 15, I got them to her by 11A, and I noticed a couple of typos and fixed those as well. She ended up using 14 copies, and was relieved to have the extras. She did not believe she would need them, but after understanding who had been invited, I knew it was likely that she would need the extras. Better, faster, more.

The reason I thought about it today was because some stores get this right, and you can tell the difference. Especially on a day like Black Friday, when tensions are high, and people have been waiting in line after line, you want employees to exceed expectations. You want a friendly face. You want better, faster, more. Unfortunately, most of the time you only get 1 or 2 of the 3, but those companies that can do all three well typically have much happier customers when leaving their store.

Better, faster, more is not the only litmus test of being successful. If you have a bad attitude, and cannot build lasting relationships, you will not be successful, even when employing the magic triad. Those are topics for another night; however, assuming all is well in those areas, if you can be consistent, and you can teach your staff and others you may mentor the magic triad of better, faster, more, I believe you will enjoy lasting success. Would like to hear your thoughts.

Mike Gfeller, The Healthcare IT Sage

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