What occurred to me as Ken was describing his experience at McDonald’s, was that through automation, they have stripped out any possibility of engagement… it is just a series of routines. As a result, the server checked out.
Connect with your team as people in addition to their positions
Start your remote meetings off with a thoughtful question that gets people to know each other as people instead of just their positions. Instead of the analyst, sales professional and data entry, let people know each other as Bob, Mary and Louise.
Have you experienced a team member or manager that violated a policy? And when you confronted them they said, “I did not think a policy was a commitment.” I encountered this question in the new book by Fred Kofman Ph.D. The Meaning Revolution. In Fred’s story the executive shared that…
I recently had some work done on my car. And I was waiting for the shuttle driver I observed a sales associate briefing her customer on the survey they were going to receive from the dealership. She was insistent that they really cared about the service the delivered and hat…
Ten years ago, I moved back to Denver. At the same time, a new shopping center opened up behind my office with a Barbershop. Being convenient, this became my shop. I happened to get Bill as my Barber; he is the owner. Now in this center, we have seen restaurants;…
Withhold your attention
Withhold your service
Get the idea? …