The following experiences happened within the last 3 months:
Tried on a winter jacket at The North Face store, nicely designed, warm, and smooth. Went to a next door store that sold jackets with one-fifth of the price, but it was plastic-y, with rough hems and zippers that caught repeatedly.
Waited for an hour at a doctor’s office, ended up having a 10-min visit with the doctor, during which he gave his regular spiel (overheard him from another room) without ever addressing me personally or mentioning my name. The visit cost $70.
Got my car checked at the dealership. Greeted by a representative who introduced herself and addressed my name with a smile. Answered all of my questions in a calm, unhurried way, performed requested services, and sent me off with a handshake. Good job, Honda.
Visited a Greek restaurant during restaurant’s week. The place was busy and well staffed, but everyone was super alert and watchful over the customers. There was no slacker there–no one standing around spaced out having nothing to do. Everyone walked like they had somewhere to go, quickly. Used plates were cleaned and replaced, drinks refilled, boxes offered without being asked. Free valet service was offered to all customers, and they speed walked to get the car. All around efficiency–loved it!
Waited almost half an hour in a baggage-drop line at the airport with only 3 people in front of me. Despite the long line formed, one of the agents strolled off and disappeared into the back room, never returning until who knows when.
Read a journal paper that was meticulous in its problem definition, step-by-step in its explanation, and comprehensive in analysis. Edifying from the first read.
What made some of these experiences extremely pleasant? Excellence.
When a person, a company, or an establishment is excellent in product design, service, academically, or technically, they can command loyalty from customers and assign higher prices, and people would pay willingly and happily. I have visited many doctor’s office in my local area and to this day, I have not settled on one yet. Whereas with my car, since the first day I came to this particular dealership, there was no thought of going anywhere else. The one time I did, I was sorely, sorely disappointed.
Both establishments surely need to make money and serve as many customers as possible, but one tries to hide this from the consumers’ experiences and takes time to perfect their services, and the other doesn’t. It troubles me somewhat that the assembly line mentality is present in health care services more than my particular auto service provider.
Excellence matters, not only because it makes good business sense, but also because it enhances people’s experiences and brightens up their days.
The Moral Imperative to Be Excellent
Paul Kalanithi, in his book When Breath Becomes Air, reflected deeply on the moral imperative to excel in neurosurgery, where a millimeter-level error could result in an altered life and identity of his patient.
“As a chief resident, nearly all responsibility fell on my shoulders, and the opportunities to succeed–or fail–were greater than ever. The pain of failure had led me to understand that technical excellence was a moral requirement. Good intentions were not enough, not when so much depended on my skills, when the difference between tragedy and triumph was defined by one or two millimeters.”
“Neurosurgery requires a commitment to one’s own excellence and a commitment to another’s identity. The decision to operate at all involves an appraisal of one’s own abilities, as well as a deep sense of who the patient is and what she holds dear. Certain brain areas are considered near-inviolable, like the primary motor cortex, damage to which results in paralysis of affected body parts. But the most sacrosanct regions of the cortex are those that control language… If both areas are damaged, the patient becomes an isolate, something central to her humanity stolen forever. After someone suffers a head trauma or a stroke, the destruction of these areas often restrains the surgeon’s impulse to save a life: What kind of life exists without language?”
Early in his medical training, he realized the soul aspect of his work:
“I don’t think I ever spent a minute of any day wondering why I did this work, or whether it was worth it. The call to protect life–and not merely life but another’s identity; it is perhaps not too much to say another’s soul–was obvious in its sacredness.”
Contrast his commitment to excellence with an incompetent resident he came across during treatment. Paul wrote,
“Meeting his obligation to me meant adding one more thing to his to-do list: an embarrassing phone call with his boss, revealing his error. He was working the night shift. Residency education regulations had forced most programs to adopt shift work. And along with shift work comes a kind of shiftiness, a subtle undercutting of responsibility. If he could just push it off for a few more hours, I would become somebody else’s problem.”
The difference? One saw his work as a sacred calling and another saw his as a job–a checklist of tasks to do and get by.
The Fullness of a Work
Certain professions have greater immediacy to life-threatening danger upon failure. How would you like to fly on a plane designed to survive 99.99% of the time? The number looks impressive, but 99.99% means 1 out of 10000 flights would fail. With about 100,000 flights scheduled each day in the US, this statistics is way too poor. Nothing less than 100% is good enough in aviation.
I would argue, however, that the life-threatening level is not the only measure to the importance of excellence. One’s work doesn’t have to implicate life and death to carry moral weight in society. Instead, most work makes a difference in other people’s lives, improving or deteriorating their experience and quality of life.
Yet more than avoiding liability, excellence brings joy. Encountering excellence in a good book, a great teacher, or an excellent service makes us happy. The task is not just done, but fulfilled–filled to the full. This goodness multiplies in the recipients of the work and propagates to others they would in turn impact.
I would further submit that this is also the way to work happily. Excellence is never accidental, always intentional, effortful, and focused. And when it bears fruit, it’s extremely fulfilling.
The old adage says, Whatever your hand finds to do, do it with all your might (Ecclesiastes 9:10). A truly wise saying.
Follow this post with the Anatomy of Excellence.
Image credit: Freepik