212 Degrees

I lead my daughter’s Brownie Scout troop and I recently conducted a science experiment with my group of 13 second grade girls to demonstrate the power of making one small degree of change.

We put a small pot of water on a burner and put a cooking thermometer in the water and we discovered that:

At 211 degrees, water is (very) hot.
At 212 degrees, it boils.

I told the girls that with boiling water, comes steam.
And with steam, you can power a train!

The girls were just amazed that one degree made the difference between hot water and boiling water.

One extra degree makes all the difference and separates the good from the great. It separates the ‘simply very hot’ from something that generates enough force to power a train.

 Consider this…

The average margin of victory for the last 25 years in all major golf tournaments was less than 3 strokes.

The margin of victory between an Olympic Gold Medal and no medal is extremely small. In the 2004 men’s 800m race, the margin of victory was .71 seconds.

At the Indy 500 the average margin for the past 10 years has been 1.45 seconds.

Most of my readers have a vested interest in transforming their service culture. If that’s you, I want you to know that you can start small and start today. One small degree of change could position you as the service leaders in your industry.

Imagine the difference you could realize if you simply got all of your employees to smile through the phone as they spoke with customers. What if you took the time to hold a 5-minute customer service training with your staff this week?

I truly believe the difference between good and great can be as simple as making one degree of change.

Never forget…

At 211 degrees, water is hot.
At 212 degrees, it boils.
And with boiling water, comes steam.
And with steam, you can power a train.

Published by

myragolden

Myra Golden is an author, trainer and keynote speaker who has been helping companies for over twenty years to improve the customer experience through her customer service training workshops. Myra has a master’s degree in human relations and a bachelor’s degree in psychology, helping her to understand the challenges of developing the best customer experience as it relates to the psychology of the employees. Myra has helped Verizon Business, McDonald’s, Coca-Cola, Michelin Tires, Frito-Lay, Vera Bradley and many others improve the customer experience through her training. She was named one of the Top 10 Customer Service Bloggers by Huffington Post and she is the co-author of Beyond WOW!

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