Orchestrated Excellence

Recently my wife and I enjoyed an extraordinary dining experience at one of the world’s greatest restaurants, EMP in NYC.  The food was unique and sensational to the palate.  Far beyond that the evening was a moving event filled with fun and anticipation.  As an entrepreneur what impressed me most was the flow and operation of this exquisite “ballet” of moving parts (people, food, accoutrements) that encompassed every aspect of the time we spent at this incredible facility. 

From the time we emerged from the revolving door at the main entrance our senses were touched with a professional greeting and a welcome (by name) leaving our coats at the foyer and being guided to an inviting table with comfortable seats and a hand-off to the next individual who would be part of the team that attended us. Every move of the staff was perfectly orchestrated with a flare for excellence.

The food was spectacular and the service was over the top as a dozen or so people participated in  pampering and serving us through our two and a half hours of culinary bliss.

The point of this article is not so much to give kudos to the restaurant (although well deserved), but to point out how excellence at the highest level, in any business, can create an experience for clients that will not be forgotten.  Even better they will probably go further to share their pleasure and delight with others.  Although most may not be able to write about it in a magazine, their satisfaction will be communicated in person (or even social media) for a long time after the event.

Where is your business focused?  Do you recognize the power of “Orchestrated Excellence?  Does your team know the importance of making every client interaction “excellent”?  Does a high degree of integrity and commitment pulsate through the veins of each staff member as they interact with clients, teammates and even vendors.  The level of performance I’m referring to (much like we were showered with in the culinary thrill above) does not come easily.  It takes work, practice and a state of mind that all must have in order to see your business perceived as “Excellent” or at least above and beyond others that vie for the market share your company desires.

What is your business known for?  Is it a product or service?  Price and availability?  Quality or dependability?  What about an extraordinary experience at every touch point?

The hospitality industry is a demanding arena and restauranteurs know that their team needs to perform at the highest levels to do their best to satisfy every client.  Methods and procedures have a powerful impact on the dining experience and patrons seek not only quality but consistency in their dining.  If excellence can be achieved in this demanding venue, then it can be done in yours.

“Perfection is not attainable, but if we chase perfection we can catch excellence” - Vince Lombardi

Vince Lombardi