Now, from a “creating customer experience” perspective, I’m almost certain “Bill” understood customer service (even if a name for it didn’t exist at the time) but in this case I’m actually referring to whether he had some hidden insight into the ingredient that is inherent in the people who “chose” to serve with passion and purpose.

I was flipping through the channels the other night and caught the tale end of the show called Criminal Minds. At the end of each show one of the cast members shares a famous quote.

The quote at the end of the show I caught was as follows:

“Nothing is so common as the wish to be remarkable.”
William Shakespeare

This desire to be (seen as) remarkable is the invisible element that I believe is at work in the people you see serving with passion on a regular basis.

How can we use this in business practice you might ask?

Well, if you are an employer, business owner, manager, etc. I believe it starts with building a company culture that rewards, recognizes and encourages remarkable moments (the moments that make a customer say wow), a company that wants to be remarkable and most importantly perhaps, wants to have a purpose bigger than selling products or services.

If you’re an employee, it means (if and where possible) placing yourself into a culture that supports your desire to be remarkable. It might just be the difference between waking up with a smile on your face or dragging yourself out of bed each work day.

It might just explain why people “work” so hard to get a job at places like Westjet, Disney and Starbucks.

Oh, and back to “billy” Shakespeare again, his desire to be remarkable might be the reason we still talk about him, read his work, watch movies based on his works, etc. 394 years after his death (oh, and thanks Wikipedia for making me look like I’m super cultured in knowing the date of “Willy’s” death).

Either way, not a bad legacy for a man who spent his days wearing tights.

Imagine today what we’d say about a time when men walked around proudly wearing tights on the streets….I can. I think we’d say, “man I miss the 1980’s”.

Until next time, onward and upward,


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