I saw the sentiment above around 1990. Never forgot it. When we wrote Outstanding! decades later, we kept in mind exceptional organizations provide all three. Outstanding “vendors” indeed do exist, like Cutco Knives.
Is your organization outstanding?
On a Monday, we mailed our 2003 Cutco knives (19 pieces including two with broken tips from eBay) to Olean, NY for sharpening. Using the postal service, we prayed for safe arrival. A new set costs … a lot.
Early Friday, a humorous email came stating our knives were “vacationing,” soon to be returned like new.
Then, on Monday, a message arrived saying we’d be “reunited” with our beloved cutlery on Saturday—they were already heading toward Colorado!
They landed Thursday, two days early, shiny and sharpened … ready to cut steel again. Those broken ones? Replaced new under Cutco’s “Forever Guarantee.”
What did Cutco do right?
Timely communication, quality work, quick turnaround, no delays/excuses, honored promises, and pricing. Yep, this service is free.
Cutco exceeded expectations—again. We’ve done this twice in 20 years.
Does this describe your organization? Is your organization outstanding?