If Steve Slater’s (of JetBlue fame) story can teach us anything is that it is an opportunity to look at your own organization and see what is going on; what is driving people nuts and how you can better engage employees.
It is so easy to sit and talk about Steve Slater and whether he was right or wrong; is a hero or a nuisance; should he go to jail or not; should you contribute to the defense fund to keep him out of jail.
Water Cooler talk about Steve is still going on days later. What’s sad is too many people are just laughing and talking. Smart companies are turning that conversation into how they can become better. They’re looking at things like:
- Steve Slater was clearly disengaged before this incident. What is the state of engagement in our company? Do you have “Slaters” on your team who could harm your image?
- How are your customers feeling these days? And where in that customer experience do you have possible vulnerabilities?
It doesn’t matter whether you think Steve was right or wrong. These are two things I’d look at and make part of the Steve Slater conversation.
Of course most organizations will just laugh at Steve or raise him to the status of king. I hope you’re not most.
Are you a smart company?
And seriously, don’t you deep down inside wish you had been there to witness it?
Where do you compile your ideas? Where do your employees compile ideas?
- In a notebook?
- Online?
- In a computer file?
- On a voice recorder?
- In the “Suggestion Box?”
- You just Tweet or Facebook them?
Do you even bother to compile every new idea that comes to you? You should!
Everyone has ideas. Now unfortunately some people have so many ideas that they lose focus and sight of the projects and ideas currently in front of them.
A while back I developed the GET BACK ON TRACK BUCKET OF IDEAS. It has a two-fold purpose:
- When I lose inspiration (need an idea) on a current project I pull one of my ideas out of the bucket and see how that idea fits into the current project. If it doesn’t it goes back in the bucket and I draw another. All my ideas are on index cards.
- When I’m lost and don’t know what to do next (what is the next project; or what do I want to design next) I pull out an idea and see if that idea is still as exciting as the day it came to be. If not back in the bucket – or in some cases in the garbage when I have one of those “Rich, what the heck were you thinking” moments.
Here’s my bucket:
It’s nothing special. But way too many ideas are lost because no system for compiling them is in place. Come up with one that fits the personalities of your employees or your organization.
Employees become engaged when they implement new ideas. Customers become engaged when employees are excited about new ideas. Start your new idea system today. My idea compilation system was bought at the Dollar Store. You shouldn’t need a committee or a requisition to start an idea compiling system – just a little bit of creativity. But if you’re lazy send me a $10 bill to Rich DiGirolamo, POB 584, Marion CT 06444 or PayPal me (rich @ richdigirolamo dot com) $10 and I’ll design a system and send it to you.
My sister and brother-in-law made a choice years ago – she would be a stay-at-home mom. Now it did come with its fair share of criticism from people who thought she should work. My sister’s response was usually along the lines of “while you’re at work I’m taking care of your kids in Girl Scouts, being the classroom volunteer mom, going on the school trips and”……. Well you get it.
Over the years I watched my sister go from Finance Professional to Creative Genius. I’ve watched her work Arts & Crafts wonders, create/organize events that rocked, and keep kids engaged in many activities.
And then about a week ago I realized something……..My sister was the answer to a packaging nightmare I was having with a new Professional Development Product I’m creating and getting ready to launch. I figured all that creativity she puts into changing the life of a little kid would easily fit into working with Big Kids and my Recess At Work theme. Who would better know how to blend professional, fun, silly, and purposeful all at once?
After 30 minutes yesterday we had several solutions. This was after hours of talking to “Professionals.” And it only confirmed what I talk about with my clients all the time. When working on new ideas bring as many people as possible into the process. Engage as many employees as possible if you want to engage a customer or create a customer experience.
Ask the maintenance people. Ask your admins. Ask accounting. Ask your customers. Bring in people from the outside who don’t “seem” like a fit. Tell everyone on your team to go ask their sister!
And then be ready and willing to let go of some of your ideas. In the end you just might have a better offering.
I hate you Lori! But love you more than you’ll ever realize.
And for the rest of you………that new product…………is now called…………..
Recess in a ____ _______
or is it
_______ _____ Recess?
You will have to wait a little longer. The good thing is it will solve your slashed training budget issue.
I normally don’t ride my bicycle on rail trails. The 10 mph posted speed limit is like going backwards. But periodically I hop on for a section or two to see what is going on and who is doing what. This past Saturday I rode a two-mile stretch and made an observation:
- People who were walking/running/biking with others did not seem to be glued to handheld devices
When I was speaking in Bogota Colombia last month I made some observations as well:
- People who were walking the streets did not seem glued to handheld devices
- People who were walking the streets did not have cups of coffee in their hands; yet it was standing room only with people waiting for a seat/table outside the Coffee Houses. I was tempted to walk away but felt like if I did I was breaking a Rule of Socialization that would get me branded a Dumb American.
- People working in stores were not sneaking to use their handheld device (as if I don’t see it) while I was waiting to be serviced
Yep, the world wasn’t ending because people dropped their handheld for a little while and had some fun, paid attention to the people they were with, or gave a customer 100% attention.
Just an observation.
Why are companies striving to be like Southwest, Google, Zappos or Apple?
Yes, their employees love them. Yes, their customers love them; and in one of those cases it is even a little creepy and cult-like.
Chances are you will never be like them. These companies worked hard at creating a culture from the inception; and hired accordingly. They’ve invested time, money and other resources into training and creating an engaged workforce who could go out there and engage customers – customers who keep coming back for more – customers who would throw themselves on a sword or take a bullet to protect their brand.
But you have your own people; with great ideas; and unique personalities (now granted some of those are creepy too; but we all make hiring mistakes). How do you turn those into a workplace culture that is so different and so radical from everyone else? That’s what I focus on when I work with my clients. What sets you apart from the rest? How do you get your customers to take a bullet for you?
You don’t want to be like them; you want to be alongside them as YOUR industry leader. Southwest will reign as that fun airline for a long time to come. Zappos as the King of Service. And you?????
Monday: Ask about their weekend; with interest. Let them talk. Don’t feel the need to one-up.
Tuesday: Praise their work
Wednesday: Implement an employee suggestion & praise their work
Thursday: Praise their work
Friday: Thank them for getting the job done – and mean it!
Not that hard. Today is Thursday. You know what to do.
We’ve all heard the saying; “The customer is always right.”
Most employees/companies process that as meaning when the customer is upset you do what you need to do to make things all better.
The customer is always right goes deeper. Years ago when I created Recess At Work Day , it was designed as a day of fun and games; some time to blow off some steam. Then clients and companies who contacted me started telling me that they took it as an opportunity to offer some fun learning; or take some time to do some creativity work. It was still fun; a break from the norm; but it was used for something strategic.
It was also the birth of a new program for me Recess: It’s Not Just for Kids and a repositioning of Recess At Work Day.
Yes, the customer is always right………..if you’re willing to listen. What are you customers telling you about your products and services?
