Where did you get that haircut?

The notion that one can find unexpected wisdom in the barber's chair is a familiar one. Another recent experience remarkably affirmed its truth ( for my previous and yet another insightful incident, you can read this blog).

During a routine visit to the salon today, as my hairdresser was finishing up, I made a standard request: to ensure the final result was neat and clean.

He smiled and quipped, “Of course. It’s not just about you being satisfied. When people see you later, they might ask, ‘‘Where did you get that haircut?”

His pride was evident, but his perspective was what struck me. He wasn't just focused on me, his immediate customer. He was already thinking about his next customer—the one who would judge his work based on how I looked. In his mind, his work wasn’t just for me; it was for everyone who would see me afterwards.

This simple exchange was a powerful reminder of a principle that differentiates average or even good performers from exceptional ones. All too often, we concentrate our efforts on our immediate stakeholders, overlooking the chain of value that extends far beyond them. True quality isn't just about satisfying your direct customer, but also your customer's customer.

Think about how this applies in a broader business context:

• For Companies: It’s not enough to just sell a product to a client. We must ask: How does our product or service help our client succeed in front of their customers? How does our software enable their teams to be more productive? The success of our customers is the ultimate testament to our quality.
• For Teams: Your task isn’t complete when your boss approves it. The real question is: How does your work help your boss impress their boss? Does your report provide the insights needed for a critical board meeting? Does your contribution make the entire department look good?

When we adopt this mindset, our standard for "good enough" is fundamentally elevated. We stop seeing tasks as isolated items on a checklist and start seeing them as integral links in a value chain of excellence. We begin to understand that the true measure of our work is its impact down the line.

So, ask yourself: Who is your customer's customer? Who is your boss's boss? Are you delivering work that merely fulfils an immediate request, or are you creating value that resonates far beyond it?

Embracing this perspective is the key to elevating the quality of everything you do. It is how you build a reputation for excellence and, ultimately, how you Shoot to the Top!