About 5 years ago, I decided I wanted to learn to play the fiddle. I was out on the French shore of Nova Scotia and I bought a hand-built fiddle and an old beat up case. Through a mixture of genius, magic and good luck, I found Sandy MacIntyre, a Toronto based Cape Breton fiddler and my love affair with Cape Breton music started.
After a few months of lessons with Sandy, we both realized that my instrument needed a little work. Sandy, being the gentle man that he is, called the only violin repair shop he trusted, and told the owner, Ric Heinl, that I would be venturing down to see him. So off I trundled to Toronto, fiddle in hand.
George Heinl’s (http://www.georgeheinl.com/) is in an elegant old building on Church Street, with no sign that announces that this is actually a store. Ric Heinl and his team of luthiers are responsible for restoring and maintaining the instruments for The Canada Council for the Arts Musical Instrument Bank…meaning this is no run of the mill instrument store. As I walked into the quiet front room, a woman was testing out new bows for her violin, and I heard Ric tell her quietly that “this one is about $1,000, but worth every penny”.
Panic set in. My instrument and case, if you included the Clif bar I had stashed inside, was worth about $85!!! For some reason, that didn’t matter to Ric. He had talked to Sandy, and I was as important to him as the woman in the front room (who I later learned played for TSO). Ric examined my instrument and told me what he would do. I just needed to find a loaner instrument so I could keep playing while he was repairing mine.
Loaner? Are you kidding? The only thing I could take from the shop that was close to the value of my fiddle was the door stop! But no, that was a Heinl’s tradition. If you leave an instrument, you borrow one, for free, until yours is done.
(Hello, cynics out there? Yes, one could choose to believe that this is a classic marketing ploy to buy an expensive fiddle. I however, choose to believe otherwise.)
Ric insisted that I play the loaner violins that he had in a cabinet and select the one that felt the best. Being a beginner, I really had no idea how a fiddle was supposed to feel! But I pretended I did, and I bravely drew a bow over three instruments. They all felt the same.
Then came the fourth. Oh my. It was different, richer, fit under my chin, just felt like it was made for me. Ric didn’t even have to ask. He just said “well, I believe this is going home with you”.
I looked at the tag on the instrument. $1,500!!!! He was going to let me leave my instrument (and the Clif bar, as it turns out) and walk out of the store with $1,500 worth of violin in my old beat up case. The very notion was absurd! And yet I did leave with this incredible instrument and a bit of paper saying I would bring it back when mine was repaired.
And how, pray tell, does this relate to work, business, to my environmental consulting? Simple. Ric treated each of his clients with grace and dignity, like they were all equally important and valuable to him and to his business. His clients didn’t find him by looking on the street for a sign, but by being referred by someone Ric trusted. He had confidence, not only in his products and service, but in his client base. He was prepared to risk a lot to provide a superior quality of service. (I might not be able to buy the loaner instrument, but you can rest assured that I will never, ever go anywhere else for instrument repair.)
The lessons I learned from this experience were memorable:
- Provide excellence in products and service, all the time, to everyone. Make that the very foundation of your business.
- If you provide excellence, you can trust yourself, and others will trust you.
- The more you trust yourself and your clients, the more you can risk.
- Risk whatever it takes. If you fail, you will still have excellent products and service. And if you succeed, it only gets better.
(The end of Part 1. Part 2 of the story follows, however, it is less business based and more personal. Choose to read it, or let it go. But I’m willing to risk it anyway).