While waiting at a restaurant to pick up an order for an early dinner, I observed unusual, yet distinctive behavior on the part of a young waiter.  None of his tables were occupied due to the early hour of the evening.  Instead of sitting or wondering around aimlessly like his counterparts, he was busy polishing each and every piece of silverware on his assigned tables, ensuring that the entire table setting was flawless and the cloth napkins were perfectly folded at their respective creases.  

The owner of this moderately priced restaurant was working the floor that night and I commented favorably about this waiter and that the next time we ate there, I would make sure to ask for him by name.  He smiled and replied that the young man was the most “sought after” waiter at this establishment.

In life we have choices that we make.  What separates us over time is where we choose to invest our time. So what can we learn from this leader who is accidentally a waiter at this point in his life?

• Be proactive. Don’t assume anything.  Use time to ensure the best delivery of your product or service.  Conduct quality control over your work before submitting it to the customer.
• Take responsibility. Once the “table” has been set for you, the baton has passed.  The customer will grab your neck for any of the flaws they observe or experience.  Check and double the check the hand off from others to ensure your work is not compromised.
• Exceed expectations. Appreciate the complexity of the customer experience and then deliver successfully on each component.  The content of your product or service may be excellent but your form of delivery may be flawed.
• Stand apart. It takes courage to be different.  Learn from what others don’t do.Success comes to those who observe others and then separate themselves by developing a unique personal brand.

There is one more observation in this story.  The owner.   He was the expediter (the person who makes sure orders are properly handed off between servers, the cooks and then back to the servers) that night.  Working a stressful, visible and important position, observing the kitchen and the servers, and being observed.

When you are in a leadership role, make sure you are visible, setting an example and making a difference, in order to develop “sought after” staff.

At a recent networking event at a posh hotel, a man introduced himself rather hurriedly, transitioned the conversation multiple times and handed me a business card with a name, an e-mail address and a phone number.

The next day I attempted to follow up with the individual, because I could not remember a thing this person had said (and no, it was not due to my alcohol consumption at the event, because they served no alcohol).  When I pulled out the business card out, the paper stock was and the printing were of such poor quality that the numbers had been smudged together.  Needless to say, I never made the call.

How often does your Brand get lost in the smudge?

Three non-negotiable rules to live by when working an event, whether you are employed, unemployed or underemployed:

• Rehearse your message. Networking events are distracting.  You are competing for “ear” time.  Be clear and don’t expect full comprehension by your listener; just enough to get the person to call you post-event.
• Take a look in the mirror. Appearance matters.  People will forget your words, but will remember your cloths….and your breath.  Dress consistent with your Brand, even if it is in contrast to the event.  Pack a tin of mints in your car and pop a few before you walk in.
• Invest in business cards. The card is your Brand leave behind.  Skip a couple of weeks of Grande Lattes, and buy a quality business card that matches your Brand.

People will remember personalities, shoes and body “fragrance”.  Few, if any will remember words.

I know you are thinking; this is pretty basic stuff.  I thought the same, until I was reminded, once again, at how people forget the basic principles.

Protect your Brand, so your message is not lost.  At this event, I counted at least half a dozen people who’s Brands were damaged because they failed to read a piece like this before attending.

Be memorable, with grace and class.  Sometimes, it is wiser to skip an event, stay at home and polish the Brand identity than to lose it in an instance.