What Makes`M Great!
by Linda Tarrant

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What is it that distinguishes the good from the really great? Is it skill, intelligence, guts or cunning? These may be important ingredients, but they’re not enough. I think that really great people believe in what they’re doing. They come from the heart. They are authentic. I have the privilege of knowing two such entrepreneurs who stand out from the crowd. One is my personal trainer, Lance Donnelly, and the other is my hairdresser, Colleen Elltoft.

Lance is a highly skilled and dedicated trainer who is totally committed to his clients. He has to be to put up with me. Travel makes it impossible for me to have a regular training schedule. We make great gains and then I’m gone for three weeks. But he sticks with me. Colleen is an experienced and creative hair stylist. She works far too many hours because she isn’t very good at saying no when her clients beg her to stay late or come in early. Her long hours are taking their toll, but she keeps her warm smile and positive attitude. Colleen is genuine and caring.

When I asked Colleen and Lance to share their personal service philosophies with me, they both hesitated and said they hadn’t really thought about it. But when I encouraged them to just tell me what they believed was important in working with people, they were both crystal clear about the principles that drove them to deliver the quality of service that sets them apart. They agreed on the following:

• Build Relationships: Lance and Colleen connect with people. They know their clients and they consider them as unique and important individuals. They care about us, not just about our hair or our bodies. They treat us like valued friends.
• Be Focused: I believe the roof could cave in at the gym and Lance wouldn’t lose count of my reps. When he’s with a client, no one else matters. I get every dollar’s worth of his time and energy.
• Be Respectful: Colleen was taught by her parents to be respectful of other people and she brings that value into her work. But she believes it’s a two-way street. Clients must also be respectful of her. She goes the extra mile, but if a client is consistently late or misses appointments, she might just fire them. She believes respect is essential to a good relationship.
• Be Committed: Lance is committed and loyal almost to a fault. He is flexible and supportive in the face of his clients’ demanding schedules. He doesn’t give up on people, even when they feel like giving up. He believes that what he does makes a difference not just to the body, but to the spirit and the mind.

I’m more committed, respectful, and focused because of my association with Colleen and Lance. I am also blessed with two wonderful relationships. Lance and Colleen are authentic. They don’t have a service philosophy, they live it. I’m a better person for being their client. I think they’re great. Wouldn’t we want our clients to say the same about us?