Systems and Standards
One of my friends, a fellow business owner, recently asked me what our goals are at Northern Vessel. We've never actually set any goals. In fact, we never discuss goals. There's no set of expectations for what we'd like to accomplish. Instead, it's more aspirational, directional. Continue to push the boundaries of excellence and find ways to exhibit hospitality in new and unexpected ways. To what end? No end. We're seeking the journey, not the destination.
This entire conversation reminds me of a quote I heard about a decade ago. "We don't rise to our goals. We fall to our systems and standards."
The NFL is a great example. All 32 teams start the season with the same goal: to win the Super Bowl. However, only one team will accomplish that goal. It's not that one team has a better, more cemented goal. Rather, a handful of teams simply have better systems and standards. Eventually, through the ebbs and flows of the season, each team falls to its systems and standards, and the team with the best systems and standards (plus a little luck) prevails.
Systems and standards. That's something we obsess about at Northern Vessel. It's an ongoing discussion with our team. It's a never-ending pursuit that impacts every guest interaction and every drink we prepare.
Saturday was the second week of the Des Moines Farmers' Market, the country's second-largest market. I heard there were north of 25,000 people present. Our team was excited and well-prepared. After spending three years obsessing about our systems and standards (including building our wonderful team), they are clearer now than ever.
I've attended many market Saturdays, and it never ceases to amaze me how locked-in and excellent the team is. Despite a seemingly unending line stretching 100+ people deep, our team strives to meet each guest with enthusiasm and hospitality. This week, the team served one drink approximately every 13 seconds for 5 hours. It's a pace that still boggles my mind, and I'm continually grateful for every person who decides to spend part of their market Saturday engaging with us. It's never lost on me, nor do I ever take it for granted, when a market patron decides to get into a coffee line (for a vendor that sells just one drink option) that wraps around the block.
I still feel like I need to do a better job at setting goals, but every time I feel that wave of guilt, I come back to the idea of systems and standards. The relentless pursuit of excellence. I don't know where we'll be a year from now, but regardless of what that looks like, I hope the systems and standards are higher than ever, we pursue an even grander version of excellence, and the hospitality pushes the boundaries more than ever.
Systems and standards. Whatever you're jumping into this week, please keep this in the back of your mind. We'll all eventually fall to our systems and standards, so we ought to raise them in the meantime.
____
Did someone forward you this post? We're glad you're here! If you'd like to subscribe to The Daily Meaning to receive these posts directly in your inbox (for free!), just CLICK THIS LINK. It only takes 10 seconds.