Friday Reflection: “Catch someone doing something right.”​ – Ken Blanchard

by Lisa Seppala, True North Implementation

What does a contracted vegetation management crew working for the local electric utility and the delivery person of the local farm crate have in common?

Beyond the fact that each deals with leafy greens, not much, at least not on the surface. However, each is part of a well-oiled process, providing a needed product or service, and a team that cares about how they do their work and the outcome.

Branches touching distribution wire

I made the ‘branches touching distribution wire’ call to our local utility in September. A crew attended the scene that day and determined that the situation wasn’t urgent, but it did need to be addressed. They said they would notify their vegetation management group to deal with trees on our property and several other properties in the neighbourhood. Yesterday, many pieces of heavy equipment and vehicles carrying flaggers and the crew lumbered up the street, and the work commenced. The result was a well-thought-out and efficient pruning of giant trees in our front yard and everywhere along our block where the trees were encroaching on the powerlines. And the crew cleaned up the mess afterward. If you weren’t present during the event, you might not have known that they were even there, except that the trees look like they’ve had a well-executed haircut.

Farm to home

Also, yesterday, the delivery driver for the online farmer’s market dropped off a fantastic box of fresh produce – farm to home – complete with fresh field mud on some of the items. In our new home in a new city, we decided to try a new way of getting our fresh produce. We’ve been so impressed at the quality and volume of food that we now wait for the Thursday delivery of the food crate to determine what our meals will be for the week following. The food crate is about experiencing fresh produce, in season, when it’s available, and is now core to our healthier lifestyle. The process is simple – order online by Tuesday, receive delivery on Thursday – no subscription, no choice in what you receive – an easy and accessible approach that provides a lifestyle experience and great produce.

Catching people doing something right

So why am I bringing this up in a post? To draw attention to excellent and seamless service and acknowledge it. (A big shout-out to BC Hydro, Adept Vegetation Management, and Nanaimo Farmers Market!) I remember a quote from a Ken Blanchard training program I participated in years ago, “Catch people doing something right.” In both cases, right was done, and in both cases, I’ve provided feedback to the organizations providing the service. I can’t say I provide feedback consistently, but it is one way to empower people and create a better organization or community culture. And, speaking of simple and accessible, it’s super easy to do.