dispatches from the new world of work

Acceptable!

Café sign on old car

I gave two biggish tips on my trip to people who had not done anything for me. During a coffee stop at a boonies café-2 room motel (see picture above) in New Zealand, I took a toilet break. The restroom was literally spotless to the point of gleaming—and featured a nice bowl of fresh flowers to boot. As you can doubtless tell from the pic, it wasn't the Four Seasons. So on the way out (I'd purchased my coffee a few minutes earlier), I stopped at the register and dropped a $20 bill in the tip jar—and told the employee, "That's for the sparkling loo!"

On a ferry ride to Doubtful Sound (see pic below), I went to get coffee. The ferry-service clerk was making a latte for the guy in front of me. She put heart and soul into the effort, was incredibly careful, and made it all look like a performance art piece. He didn't tip her (tipping is uncommon in NZ), so when I got to the front of the line I gave her a $10 bill. "I only want a 'long black' [Long Black NZ = Black U.S./Short Black NZ = Espresso U.S.]," I said, "but here's a tip for the wonderful job you did on that guy's latte."

I love the "little" touches that not only "stand out," but also shout "I/We care." They are the essence of "selling" "experiences"—today's hot topic.

Consider: "We do no great things, only small things with great love."—Mother Teresa

Consider: "What would happen if we looked at a customer and saw the face of God in them? To most people it sounds like a lofty idea. But if you see the face of God in a flower, why wouldn't you see it in the face of a customer?"—Lance Secretan, founder of Manpower, Inc., and most recently author of One: The Art and Practice of Conscious Leadership

Doubtful Sound, NZ

Tom Peters posted this on 02/16/07.

Comments

Very, very, nice Tom.

Posted by Patrick Clements at February 16, 2007 5:16 PM

I agree with you Patrick and looking at that picture of 'Doubtful Sound' underlines why there just has to be a God - Thank you Tom for a wonderful picture :-)

Posted by Trevor Gay at February 16, 2007 6:14 PM

I am impressed that you would tip for service given to someone else. I too, am a person who tips because I believe that it gives honest and clear feedback. I also tip generously to those who serve generously. I think it is healthy for both parties.

I am curious to see if you will get more comments on the "acceptable" blog or the "unacceptable" blog. My bet is that the "unacceptable" will get more attention, interest and commentary.

Also, what kind of camera do you use? These shots are great!

Posted by Greg at February 16, 2007 7:41 PM

Tom - So darn acceptable to have you back... Your fill-in's are nice enough folks but they ain't no Tom. I'm still shovelling too. - Eric

Posted by Eric Lapp at February 17, 2007 7:24 AM

Greg, "plain old" Sony Cybershot. I'm amazed too--I held out for years before I stooped to it, and it turned out to be no "stoop." Go Sony! (The only folks in Apple's league over the long haul.)

Posted by tom peters at February 17, 2007 9:58 AM

1. Tom - and speaking of the Four Seasons - did you see Bill Gates, et al - are taking that fabulous Brand private?

Posted by sean_seasons at February 17, 2007 11:10 AM

Very interesting quote by Lance Secretan the founder of Manpower, Inc. I will have to read his new book One: The Art and Practice of Conscious Leadership to understand what message he is trying to portray to the (GP) General Public.

Nick Del Carlo, M.S.M.O.B.
Organization Development Management (ODM)
www.ODManagement.com

Posted by Nick Del Carlo, M.S.M.O.B. at February 18, 2007 1:37 AM

Tom, we all know that people excel at their jobs everyday... But isn't it just great when you actually meet one or two of them... I met more than my fair share on a recent holiday in the US... My son believes me now (yeah imagine my delight) that Americans often get a bad rap - he came back from our US trip so impressed by the people we met (many of those people where serving our needs for a payment or a tip). That outcome is truly acceptable for me.

Rewarding a person who excels with a tip is a special treat for us "Down Under" because people do not expect it... As you know people do their best work for their agreed wages or salary in NZ - not for tips... So when you tip it has added meaning....

Richard

Posted by Richard Lipscombe at February 19, 2007 5:50 AM