5 Questions Leaders are Asking About One of the Biggest Differences Between Ordinary and Extraordinary

The difference between ordinary and extraordinary is just a little extra.  Little things make a big difference.

Leaders understand the difference between success and failure is often razor thin.  This principle of “little things making a big difference” came to the forefront in the lives of many leaders the last couple of weeks.  Let’s take a look at just some of those instances.

Governor Nikki Haley

During the Republican candidate’s recent appearance in Iowa, she referred to Iowa Hawkeyes superstar basketball player Caitlin Clark as Caitlin Collins.  See the video below at the 3:25 mark:

Now, anyone who regularly speaks publicly has made mistakes so Governor Haley gets a lot of grace from me.  But to her detractors, this mistake came across as Haley being disingenuous, ill-prepared, pandering to the crowd, or simply out of touch.

Little things, small details, like getting someone’s name right makes a big difference.

Leaders, have you done the hard work of preparation so that you come across as prepared and trustworthy?

For more on the leadership of Caitlin Clark, read 8 Leadership Quotes And Lessons From Iowa’s Caitlin Clark On What A True Team Is.

Customer Service

I had my six-month dental check-up this past week.  As I was preparing to get into the dentist’s chair, the hygienist asked me about the birth of my new granddaughter.  I thought that was a nice gesture and was impressed by her memory.  We then had a pleasant exchange and she went to work cleaning my teeth.

Afterwards, she asked me my granddaughter’s name.  I then noticed she wrote it down in my file.  That is when it hit me.  They are capturing something unique about each customer and recording it for future use.  It provides them a good way to connect and make the visit more enjoyable.

It was amazing how a little thing like knowing someone’s name made me feel valued and like I was more than just a number.  It showed me they cared.

Leaders, are you doing little things to make your customers feel valued?   

Maui Businessman Making A Big Difference

Speaking of making customers feel valued, Omi Chamdi is a leader you should know about.  He owns the No Ka ‘Oi jewelry store in Maui.   Chamdi has been restoring jewelry damaged in last year’s devastating fires at no cost to the families affected.  This is his personal contribution to the restoring of hope and helping with the grief experienced by those in his community.

He said in this article, “These are not just ordinary items, these are the most precious possessions that people go back to the ruins and dig through the rubble to find.  That’s why I feel this is something I want to do and must do, because this is within my expertise.”

Leaders, are you using your expertise to make a big difference in the lives of those in your community?

Costly Mistakes

With 1:25 left in their recent game against the Buffalo Bills, the Kansas City Chiefs were trailing 20-17.  The team’s superstar quarterback Patrick Mahomes threw a pass to tight end Travis Kelce.  Kelce then lateraled the ball to wide receiver Kadarius Toney who high-stepped into the end zone for a miraculous touchdown.  Or so we thought.

As shown in the picture below, Toney had lined up off-sides nullifying the sensational play. 

For more on this game and Mahomes’s reaction, read 5 Questions Leaders Are Asking About Anger And The Loss Of Emotional Control.

The following week, the Detroit Lions were trailing the Dallas Cowboys 20-19 with 23 seconds remaining.  But the team had just scored a touchdown and were attempting a two-point conversion to win the game.

Quarterback Jared Goff then threw a successful two-point pass to Taylor Decker for the apparent victory.  Or so we thought.  The play was nullified because referees stated one of the team’s lineman did not properly report in.  The Lions passionately disagreed, as did most others.

The Chiefs, Lions, and referees remind us of the danger of assumption.  The difference between victory and defeat is often basic communication skills.

Leaders, are you using basic speaking and listening skills in a way that ensures success?

The Rock Calls Out Roman Reigns

Speaking of speaking skills, “The Rock” Dwayne Johnson returned to the WWE ring on January 1st.  One of the greatest communicators in pro wrestling history, his talents were on full display as he challenged his cousin and world heavyweight champion Roman Reigns.

Watch the video below of Johnson’s appearance and pay close attention to how The Rock communicates as well as the crowd’s reaction.

Communicators know the value of “the pregnant pause.”  Pausing between words and sentences builds tension, creates anticipation, and draws the audience in.  Johnson is a master at this.

Here is a partial transcript of the video above:

• “I’m going to get something to eat.”  (Pause)
• “Should The Rock sit (pause) in a booth?” (Pause)
• “Or” (pause)
• “should The Rock sit (pause) at the bar?” (Pause)
• “Yeah, The Rock loves the bar too.” (Pause)
• “Or” (pause)
• “should The Rock” (pause)
• “sit” (pause)
• “at the head of the table!” (Crowd erupts)

There are 10 pauses in the midst of his 40 words.  With each pause you can sense the crowd’s energy growing and growing.  Whether you are a wrestling fan or not, this is a communications masterclass on how to the use of the pause.

Regardless of your profession, leaders must constantly work on their communication skills because at some point you will have to stand up and say to a group of people, “Follow me.”  How you communicate greatly influences their response.  Just ask Johnson.

Leaders, are you doing the little things, like pausing, which are necessary to becoming a more effective communicator?

Conclusion

The following are five questions leaders are asking about one of big differences between ordinary and extraordinary:

1. Have you done the hard work of preparation so that you come across as prepared or trustworthy?
2. Are you doing little things to make your customers feel valued?
3. Are you using your expertise to make a big difference in the lives of those in your community?
4. Are you using basic speaking and listening skills in a way that ensures success?
5. Are you doing the little things, like pausing, which are necessary to becoming a more effective communicator?

I want to begin by wishing a Happy New Year!  I hope your 2024 leadership year has gotten off to a great start.

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