I’m at a local McDonald’s at 5 am. The place is manned with mostly young people – except for 1 man in his early 60s. The place I quiet. I’m the only one here. It’s pretty clean, too.
Then I see this older man walk to the exit door. He stops, bends over slowly, and picks up a small piece off paper lying on the floor – the floor he most likely swept. He tosses it in the trash.
Later, this same man comes to my table and offers to take care of tray and trash. I let him.
When running a department, shop, production, how often do we miss the little things? Things that seem meaningless, but can make a difference. Keeping things cleaned up. Taking one more step to assist a customer. Asking that one more question that could lead to a new sales relationship. Smiling. Saying “please” and “thank you”. Owning it.
Did this man do these little things because I was watching? No. He did it because he knew it was the right thing to do. I’m sure his main job is to clean, but he is acting like he owns the place. Not with pomp and circumstance, but with pride.
Paying attention to the little things makes a huge difference. Ownership means something.