The secret to building a successful business

Greg Leith April 22, 2018

my saved content

VIEW AS
A PDF

My wife and I were at Canlis Restaurant in Seattle for dinner. I must confess, I’m usually content with Waffle House, so I was happy to catapult to a restaurant currently on the short list for the James Beard Awards Outstanding Restaurant.

I was secretly wondering, however, what it was that I was about to experience. My first clue should have been the New York Times review that noted, “A Canlis Salad, when properly prepared, is a revelation.” 

A salad? A revelation? 

About that time, Wanda, our server who had been a team member at Canlis for 33 years, came up to our table and greeted us.

“Good evening Mr. and Mrs. Leith.” She knows my name and we’ve never met! 

Later, as the salad arrived on a pristine cart loaded with many fixings, Wanda asked, “May I know, is this your first Canlis salad?”

I answered, “Yes it is.” Wanda graciously and politely answered with three words I will never forget: “I’m very honored.” 

I was a bit stunned, frankly. To imagine that a server would be honored to serve me a staple item such as a salad was mind-boggling. This was not an ordinary restaurant. 

I was beginning to see why Canlis is on the shortlist for the James Beard Awards Outstanding Restaurant. The amazing service and the surprises didn't stop all evening. It was the most amazing dinner experience I have ever had in my life.

During my visit, I had the privilege of talking with Mr. Mark Canlis, the owner. He told me Wanda’s secret. 

In fact, it’s the secret of the entire operation. I asked Mark how he trained Wanda to say, “I’m very honored,” and Mark said he didn’t. 

He didn’t?! How did it happen then? 

How was Wanda honored to serve me a salad and why did all the employees from the car valet, to the greeter to the bus boy want to serve me so deeply and so well? Mark told me his secret. He said they decided long ago to take care of their team members firstand they, in turn, would take care of their customers. There’s the secret!

How will you take this to your team?

I’m hoping all of our team members will respond to customers by saying, “I’m very honored,” just like Wanda. Thanks for loving your customers, Wanda! And thanks, Mark Canlis, for loving Wanda first so she can love your customers.

Join Greg Leith at the Convene Leadership Summit this May 2-4 in Newport Beach, Calif.

Photo source: istock

my saved content

VIEW AS
A PDF

Greg's life mission statement focuses on his life passion, which is “to strengthen the great leaders, ideas and organizations of our time so the kingdom causes of Christ can be exponentially accelerated.” He is the CEO of Convene, which helps hundreds of Christian CEO’s meet regularly in small groups to live out their faith intentionally as they combine their love for business with the love for biblical truth. This article was first published on convenenow.com. Used with permission. Learn More »

• Why people don't respond when you talk to them (by Carey Nieuwhof)
• How to combine passion and discipline for leadership impact (by Scott Cochrane)
• Selfish leadership (by Richard Blackaby)
• How to grow your leadership by overcoming the trouble with titles (by Scott Cochrane)

Free eBook

Steps to Launching Your Personal Workplace Ministry

Have you ever felt the pull to full-time ministry work as a missionary or pastor? If not, you can still make a Kingdom impact without quitting your current job. In this eBook, you will learn the four essentials that can change your perspective of work, your workplace, and most importantly, your heart.

Download Now