If you have been to Boston, you know it is a one of the most walkable big cities in the U.S. Rapid transit is excellent and inexpensive but driving its colonial tangle of one-way streets and finding affordable parking can be difficult. I grew up in its suburbs and visit often but last summer my wife and I happened to be there attending conference in the city itself, a rare treat for us. On this special visit, we needed a car to move more quickly, between events, and to see my parents, each of whom were recovering from serious medical illnesses in outlying cities. For the first time ever, I also used an app to locate a reasonable parking spot in Downtown Boston.
On Sunday morning, I went to retrieve the car from the parking garage. On this occasion, my prepaid ticket did not open the gate and my four calls to the off-site attendant were sequentially disconnected in mid-sentence after several frustrating minutes each. In the end, I paid the demanded $17 I did not owe, just to be released from parking purgatory. It was obvious that the parking garage was running a scam. There was even a sign at the gate that said that if you are hung up on, please try again (and again.)
When I got back home to L.A., I pessimistically called the app site, Spot Hero, who had arranged my parking garage booking. Not only did they instantly refund me the $17 I was surcharged, but also the entire amount of my parking.
The app company proved to be, what Andy Stanley, noted leadership expert calls, “uniquely better.” (You can listen to Andy Stanley discuss this distinction in depth in his two-part podcast episode here.)
What is does mean to be uniquely better in your career or industry? Being unique betteris a form of excellence that knows no age, or industry. It can also provide you with a highly competitive advantage. In the 500 organizations I have had the privilege of assisting as a speaker and consultant, I have seen industries and staff of all levels deliver uniquely better service. Some staff have been in their teens. Others soon-to-retire or elderly. In fact, many are volunteers.
How do you assess if you or your organization are uniquely better? Certain colleague and customer comments can tell you that you are well on your way. These are some of the phrases I love to hear but there are many others:
“What a difference there is working with you!” (Always ask, “Why?”)
“Wow, our last [provider/leader/manager, etc.] would have taken two weeks!”
“The first ______ I called said they couldn’t _______but you said, “No problem!”
“You made it so easy…”
“Thank you for being so on top of things. I have been so busy…”
“I can’t believe the value we received!” (Oops, that a mixed blessing. Time to raise your prices!)
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