The Power of Added Acumen: A Lesson from a Shoe Polish Stand

In today’s competitive landscape, merely delivering a product or service is not enough. To truly stand out, businesses must focus on the experience they create for their customers—a concept I like to call "Added Acumen." I recently heard a story that perfectly illustrates this idea.

A famous personality was once traveling by train to a certain destination. After arriving, he sought out a shoe shiner to polish his shoes. The shoe shiner, a seemingly ordinary worker, took the man’s shoes and, to his surprise, handed him a newspaper to read while his shoes were being polished.

Months later, the man returned to the same place. Despite there being many other shoe shiners available, he spent ten minutes searching for that specific individual. Why? It wasn’t just the quality of the polish that impressed him; it was the added value—the unexpected newspaper—that made the experience memorable.

This story highlights a crucial lesson for anyone in a strategic business role: success lies not just in what you deliver, but in how you make your client feel. The shoe shiner didn’t just polish shoes; he offered an experience that went beyond the transaction, leaving a lasting impression on his customer.

Having stepped into strategic business roles over the last few years, I’ve come to appreciate the value of this "Added Acumen." It’s about anticipating the unspoken needs of your clients and exceeding their expectations. Whether it’s through a thoughtful gesture, a personalized service, or simply going the extra mile, it’s this added touch that can transform a one-time customer into a loyal advocate.

As I delve deeper into case studies and modernize approaches to solve complex business challenges, I keep this lesson at the forefront. It reminds me that the most successful strategies are those that integrate not just efficiency and innovation, but also a deep understanding of the human element in every transaction.

So, the next time you’re working on a deal or delivering a service, ask yourself: what’s the newspaper in your shoe polish stand? What added acumen can you bring to the table that will make your clients remember you, even months or years down the line?

Remember, it’s not just about meeting expectations; it’s about exceeding them in ways that leave a lasting impact.