A well-run business operation is a wonder to behold. They do such a great job serving customers needs. In the book I am now finishing (availability summer 2006) I mention that restaurants are some of the best and worst examples of a well-run business.

I took my wife out for dinner. A family member referred us to a restaurant. My wife wanted to 'try it out' since we had heard good things and with the recommendation thought this would be a special experience.

They served great food; service was good, not great, but good. They did nothing 'wrong' but there was nothing outstanding. My expectations were high because the prices were on the high end, $200 for a dinner for two. Considering we do not drink, this place was definitely overpriced.

Here is my point, all they needed to make our experience great was show some passion, be friendly, and at least attempt to engage us in a conversation! If someone owned this restaurant you have would not known it.

Unfortunately Most Owners Take Their Operations and Management for Granted

In my experience, operations and management are the most ignored areas of business planning. As strange as it might be, operations and management are the areas where they spend the majority of their time. This is where the problem begins. Your familiarity with your operation lulls us into a false sense of security.

Or is it complacency? If so, stand up and shake it off and get into action.

Compare Your Business to the Best

When was the last time you were a customer of your own business? Spoke to a customer and asked for feedback? Shop your competition look for the best of the best. Keep looking until you find one you admire. Travel to a different city of you have to but keep looking until you find a business that inspires you. Ask to meet the owner and compliment them. Ask them to share their secret. This is what I think you will find.

The owners of great businesses spend a lot of time, effort and energy improving and refining their operations. They exhibit a passion for meeting the customers' needs and an eagle eye for modifying their procedures, educating employees, and maintaining the appearance of the business. They are fussy, demanding, and fiercely proud. Are you?

Whatever type of business, the one thing that all great businesses have in common is they create a great customer experience and it shows. You can find owners of these businesses taking customers on tours to show off their facility, equipment, and operations. The tour provides an opportunity to soft sell improvements, changes, and show new products or services.