Like most fathers I hang on almost every word uttered by my children.
Regularly my son approaches me with utmost seriousness and says: "Dad, I want to tell you something ... "
So, listening attentively, I ask: "What is it?" He responds: "Dad, do you know what I love more than anything else in the world?"
I now ready myself for the 8-year-old's wise words - expecting to be the recipient of his affection - with the question: "I don't know?" He takes a deep breath, smiles and delivers his verdict: "Minecraft, I love Minecraft."
"That's just tremendous," I say, slightly deflated, although not surprised.
My son is passionate about Minecraft. Passion is that intangible quality which takes us to high levels of interest. Passion, when transferred into business, can turn an ordinary going concern into an irresistible force.
I have often heard it said that you should do what you love and, whether it's a job or a business you are running, that you should regularly evaluate your level of passion for the things you do. If you read about people like Richard Branson, Steve Jobs and Jack Welch, their passion was clearly the unique driver that set them and their businesses apart from others. Look around - you will see businesses with passionate people and others with people who are just "turning the wheel". Which ones do you think are more likely to have meaningful relationships and loyal customers? Which ones are more likely to be profitable?
That is why it is important that you have the right people working in your business. Technical skills are important, but when people are passionate it can be the key to success.
Last week I made a major purchase from a local business, and dealt with five people throughout the transaction. Four of them were passionate about what they did, were attuned to my needs and exceeded my expectations; one clearly was not interested and almost lost them the sale.
While the passion of others was key in me finalising the sale, the lack of it from the fifth resulted in poor customer service. This person may have been having a bad day (although I suspect not on two separate visits) but to create true value, your focus must be on the customer.
When you are passionate about what you do, and want to share it, you create interest in others who will want to understand your passion. That's why passion translates so well into customer service. I frequent many local businesses which display similar high levels of passion because their service and quality exceeds my expectations. They deliver at a higher level than their competitors - even where competitors may offer similar products.
So harness and develop passion, because a business lacking passion will deliver low levels of customer service and will have something in common with my attempts at playing Minecraft. It won't last long.
Russell Bell's Zenith Strategic Solutions is a specialist Wanganui business advice and consultancy practice - 021 2442421.