A pivot point is where a small difference in performance can make a big difference to a customer.
The first night after checking into a cruise, I came back to my room to see a elephant folded from towels on my bed. Each night it was something else, a monkey, a sting ray, a swan. This is a perfect example of a pivot point. On a cruise, you expect great food, you expect room service, but folded towel-monkeys? Not so much. Everyone on the boat is absolutely delighted with them. One day, when I came back from a day long tour only to find that I didn't have a towel-animal, I found myself to be very sad -- much sadder than I expected.
These little towel-animals make such a big impact that I even saw one person, on their last night on the cruise, seek out the room steward and tip him, exclaiming, "We LOVED the animals!"
Someone else commented that they pictures of each animal every night before the go to bed. Another said they adopt each one and form a "mini-zoo" in the stateroom.
I'm pretty sure that no other thing on the entire ship can meet this in terms of value. Folding an animal must be incredibly cheap, but the payoff is unbelievable.
This goes to show that pivot points don't have to be expensive endeavors, and are really impressive. Remember, the value of a pivot point is inversely related to how much it is expected.
20Something TakeAway:
Think of your personal pivot point -- What can you do as an employee that people would be delighted with?
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