Think Outside The Cup and Saucer

There were four of us at dinner. Three ordered "regular" coffee, the fourth requested "decaf." Every so often a server, carrying two pitchers, refilled the coffee cups and knowingly poured three cups from one pitcher and one from the other. He never asked who wanted which type of coffee.

As we were leaving, one of us asked the server how he knew which of us preferred "decaf." "Simple, the three of you drinking "regular" coffee have black cups with white saucers, we serve "decaf" in white cups with black saucers." Instead of thinking outside the box these people have been thinking outside the cup and saucer.

What an elegant, easy solution. The server doesn't have to interrupt conversation to find who is having which coffee, there is no mix-up or confusion, and everyone gets what they want. More importantly, it demonstrates how deeply the "customer satisfaction" thought process has gone in that particular establishment and it is a lesson for everyone who manages a business.

Imagine how many opportunities for little confusions that exist in delivering any product or service, from not greeting a customer properly to forgetting to return a credit card, and everything in-between. Management that really wants to deliver a superior customer service experience systematically looks at every possible opportunity for confusion or error and attempts to eliminate them as they are identified. In the case of the cup and saucer solution there was no cost expended to solve the problem, just a little time and creativity.

An owners or managers challenge is to identify a little confusion or opportunity for error in your business that can be overcome by thinking through the process and developing a low cost / no cost solution. Instead of thinking outside the box, let's call it "thinking outside the cup."

Larry Galler coaches and consults with high-performance executives, professionals, and small businesses since 1993. He is the writer of the business column, "Front Lines with Larry Galler" Sign up for his newsletter at http://www.larrygaller.com

---

Cumulative Gains in Innovation

Creativity can be defined as problem identification and idea generation... Read More

Creativity Management ? Theres Nothing New Under the Sun

Creativity can be defined as problem identification and idea generation... Read More

Do You Need A Business Plan If Your Idea Is New, Untested, or Unproven?

Who Should Read This Article?Anyone nursing a new (especially untested... Read More

Peace Alliance vs. Fighting a Battle

We read in the press about the "War on Drugs"... Read More

Make Ideas Your (& Their) Own: Persuade Yourself and Others

Have you ever watched a TV program where the supporting... Read More

Perfectionism - The Dangerous Trap!

Just when I have something figured out, along comes another... Read More

Creativity and Innovation Management - Special People?

People often think that there is a creative type. This... Read More

Creativity and Innovation Management ? Decision Makers

Creativity can be defined as problem identification and idea generation... Read More

Befriend Your Budget, This Yuletide and Always

It is that time of year again. Yuletide?Christmas in the... Read More

Putting Your Ideas Into Action

Ideas are everywhere. Some are small and seemingly insignificant. Others... Read More

Can A Simple Idea Change Your Life?

Ideas happen all the time. And when I say an... Read More

Prevention is Better Than Cure... Says Who?

You've likely heard this before... "An ounce of prevention is... Read More

Innovation Management ? Ideas From The Most Embarrassing Experiences Of Life

Creativity can be defined as problem identification and idea generation... Read More

Life ? The Teacher

You've probably heard the phrase "repetition is the mother of... Read More

How To Be An Innovator In A World Of Change

Innovators are opportunity-oriented.What's the hidden opportunity in that problem? Where... Read More

Mother Of Invention Or Dummy? You Decide!

What would you say to yourself if when faced with... Read More

Humankinds Greatest Inventions

There are a number of amazing inventions that have been... Read More

Owning Your Power

Owning your power, your power to be real, to be... Read More

Create An Idea Journal

When I first heard Jim Rohn talk about the importance... Read More

Change Is a Skill Development Learning Process

Change, like almost every other life experience, is a learning... Read More

Creativity, Innovation, and the Importance of Spontaneity

Spontaneity occurs when ideas or behaviours are expressed without evaluation.... Read More

How An Idea Can Lift You

What determines your destiny? What predisposes your choices?It is your... Read More

Is Mans Next Step Like A Can of Potted Meat?

Is it the dawning of the Age of Aquarius? For... Read More

Business Innovation ? Good Thinking NOT Leadership

Creativity can be defined as problem identification and idea generation... Read More

Success Tip From Yachting - Try To Fix The Problem Yourself

At 28, Ellen MacArthur is a world record holder. In... Read More

Opportunity: Could You Be Colour-blind?

Do you consider your vision perfect? You may never have... Read More

I Just Want to be Free - I Just Want to be Me!

It was a sunny Saturday in April 2003 in Myrtle... Read More

Types of Innovation

Creativity can be defined as problem identification and idea generation... Read More

Innovation Management ? 5 Ideas An Hour

Creativity can be defined as problem identification and idea generation... Read More

Its A Quantum Thing

We don't need to understand quantum physics entirely in order... Read More

Accelerate Your Learning

Although you may not currently be a student, learning is... Read More

Managing Creativity and Innovation, Part 2 of 2

Leaders, consultants and managers must be competent in at least... Read More

Going Seamless: Dissolving the Brain Divide

Are you a right-brainer or a left-brainer?The greatest thinkers are... Read More