How to Create More Rustys in Your Business
A few days ago, we had groceries delivered to the house. They arrived before I could get home, and I got a call.
"Hey, I saw some groceries sitting outside your door. Want me to bring them in for you?"
It wasn’t a neighbor or a family member. It was Rusty, our bug man.
Rusty has been taking care of our home for a couple of years now, and over time, he has earned our trust. He has a code to our house. He is kind, pays attention, and takes responsibility for things far beyond what he is paid for.
A couple of summers ago, we were out of town and had a contractor at the house fixing something. Someone left a door unlocked. Rusty saw it, called me, and asked if I wanted him to lock it.
These things are probably not in his job description. My guess is no one at his company told him to do them. But that is exactly why I am not just loyal to a pest control service. I am loyal to Rusty.
The Real Question for Business Owners
Every business wants customers who stay, refer, and rave about their experience. But when you look closer, those relationships are rarely with a company. They are with a person.
So how do you create more Rusty-type employees in your business? How do you build a team of people who take ownership, go above and beyond, and turn customers into lifelong loyalists?
Three Steps to Building a Team of Rusty-Level Employees
Paint a Clear Picture of Success
Most job descriptions are lists of tasks, but what about impact? Do you clearly communicate the kind of relationships and attention you want your employees to bring to their work? A few key words can be a powerful tool for painting a picture of success that challenges your team.Identify the Unspoken Expectations
What are the things you value most but never actually say? The behaviors that make the biggest difference, like noticing, anticipating, and taking ownership, are often assumed rather than clearly articulated. What if they were built into the way you set expectations from the start?Celebrate What You Want More Of
Companies often reward hitting sales numbers, completing tasks, or following processes. But do you recognize and celebrate when employees take ownership? If you want more Rusty-level team members, you need to highlight and reward the behaviors that set them apart.
Every Business Needs a Rusty. Let’s Create More.
Rusty did not just happen. Somewhere along the way, he took ownership of his role, saw himself as more than a task-doer, and understood the impact he could have on customers. That is the kind of employee every business needs.
The good news? You do not have to wait for a Rusty to show up. You can create them. It starts with clarity, expectations, and reinforcing the right behaviors.
If you are ready to build a team that takes ownership like Rusty, let’s talk. Book a free strategy call, and I will help you set the foundation for a team that goes beyond the job description and earns the kind of loyalty that keeps customers coming back.
Click here to schedule your call.
