Every Saturday, I find myself playing the role of ‘taxi driver’, needing to take a trip into town to pick someone up and give them a lift.

As is the nature of these things, it can involve a bit of waiting and I have worked out that by arriving a little early I am provided the perfect opportunity to grab a coffee (of course a slice of cake) and watch the world go by.

This routine has been going on for a couple of years now and although I wouldn’t say I’m considered a regular just yet, the cafe staff do recognise me. [I am yet to achieve full regular status – one where your order is being prepared before you open the door – “Brrriing….Hi Chris, Chicken Tikka Jalfrezi?” – was great for my dinner, terrible for my waistline, but I digress].

Over the years, I’ve seen the cafe undergo several changes, both in ownership and style. Some of these have been good, some not so much and a recent experience got me thinking about the essence of quality.

What makes quality, and more pertinently what ruins it.

Quality is subtle and often evolves gradually. Fresh furnishings wear down over time, maybe to be replaced; menus adapt to local tastes, find new styles or just adjust to what sells best.

Yet there are also simpler things that can serve as talismans of quality no matter where you are. For gelaterias, it is undoubtedly chocolate ice cream, and for the humble British cafe, the ham and cheese toasted sandwich (for me at least).

Now I am not asking for artisanal sourdough bread, a mix of three cheeses, or home-baked oak ham, delicious as this may be. No this was a sneaky lunchtime snack, simple white sliced bread, cheddar cheese, and supermarket pork shoulder ham was just fine, and most of the time has been… however, it does need to be done right.

Toasted properly, crunchy on the outside, soft in the middle; Cheese properly melted, a little gooey or even better a little toasted; and importantly it needs to be served in a helpful (if not cheery) manner.

The difference between this ideal and the undercooked slabs of cheese, unceremoniously plonked in front of me the other week could not have been greater. To add to my misery the travelling plate spilt my coffee, which I had to find and then search for a napkin to clean up.

It struck me how much these small things greatly enhanced, or in my case degraded, my experience and perceived value of the time there.

It was not like this cost extra, in time or money, it just needed a little extra care.

A little extra makes all the difference

Excellence it seems doesn’t always require grand gestures or Herculean efforts. Often, it’s about consistently taking that little extra care, and spending a few additional minutes to add those extra touches.

This may be as simple as tidying up, fixing that broken chair in the coffee room, or spending a little extra time ensuring a deliverable is perfect. The good news is finding the idea or the task needed is really not difficult.

The real challenge, however, is doing whatever it is, consistently, every time, time and time again. It may feel old or routine to you, but for each customer, even an almost regular like me, it’s a new experience and it does matter.

Small, consistent efforts accumulate over time, leading to higher quality, a better reputation, and ultimately greater success. Not doing it starts to normalise poor quality and the same spiral, just in reverse.

So, whether you’re enjoying a ham and cheese toastie or delivering that board report, it seems that little bit of extra effort makes a huge difference.

It doesn’t have to cost the world but can mean a lot.

Have a good week, everyone.

Why is it that short weeks always feel longer than longer ones? It never ceases to amaze me, and that was exactly what happened this last week, being the second bank holiday in May (in the UK).

I am not sure if it is the need to cram five days of work into four, or just because it is all too easy to slip into a mini holiday the weekend before, but that Monday feeling—of course, now a Tuesday feeling— is just that little bit more brutal as you struggle to get going again after the weekend.

Last week, all of this meant that by Thursday, it felt like Friday, and there was still a day to go!

Being Busy

Psychology this is interesting and it made me think about the dynamics between busy and non-busy periods.

I am not sure about you, but I actually find non-busy periods quite disconcerting. If they come straight after periods of intense work, even more so.

I felt this most strongly back at school when I started exams. You would revise like mad, doing all the research and examples, focused to ensure you could do your best in the exam (it never felt like it was enough mind you).

The exams would arrive… then done… they were over, euphoria—you made it.

However, like everything, this euphoria fades. Then one morning, you wake up and realise that with all the things that have taken over your life for the last six months no longer needing to be done, you are left somewhat in limbo. I used to kind of sit there wondering what to do next and what was the next thing to be done. I, at least, used to find this very disconcerting.

And, this is not limited to studying either; it is the same dynamics with big work projects, key deliverables, goals, or even job interviews too.

Being Not Busy

Lots of effort, delivery of the best output possible… then a period of what feels like ‘tumbleweed’.

Mention this to anyone, at best you will get an ‘enjoy the time’, but more likely ‘here are some things I need you to do’ and not much sympathy.

In today’s world being busy is seen as a good thing, we all like to say we are busy, it is ‘a good problem to have’! Not being busy can be anxiety-inducing.

These days it is all too easy to fill your time and be more busy; let’s face it, we can always find more to do. Filling the day is also very comforting. It stops that disconcerting feeling in its tracks with a quick ‘at least I am busy’ refrain.

Yet as hard as it is to admit, and even harder to do, these non-busy periods can be important.

Doing something different

They are a time when you naturally, are able to reflect, pick yourself up, wonder, and decide what to do next. After all the real question we should be asking is, ‘are the tasks I am doing adding the most value or building to more value long term’ for my objectives? If not, am I doing the right thing?

If we just keep doing what we always do, we never do anything different, and being just busy can make it hard to break out of this pattern.

So despite a ‘busy’ week last week, maybe next week it is time for a little self-reflection… to pick ourselves up, reprioritise, and refocus before it all starts again.

Have a good week everyone.

[And good luck to all with exams at the moment!]