What do a camp counselor, a massage therapist and a an admissions nurse have in common?
They love their jobs.
How do I know? Well I don’t exactly. I didn’t ask them. But I did interact with each of them recently.
And I walked away feeling that they did.
Because their enthusiasm, attention to detail, and thoroughness completely transformed my experience.
And it reminded me of the simple, but nevertheless true, fact that more than anything, people matter.
They can make or break a brand experience.
The attitude of each of these individuals told me more than just about their individual personalities. It also told me a lot about the companies they work for.
I don’t think this love happens in a vacuum.
It’s a sign that the employees are well chosen, nurtured, given clear direction and feedback and know their role in the bigger picture of the companies goals.
Am I reading too much into a few brief encounters? Maybe.
But I also had an experience at the airport last week where I waited for my turn to order a cup of coffee and I listened to a group of four or so employees openly complain about their jobs, their lack of break time, etc.
All the while ignoring the customers in front of them.
But the thing that really got me was their was a manager remaining silent in their midst.
Maybe the gripes were legitimate. Maybe they had been working too long without a decent break.
But it’s not the point. The point is that an employee’s positive attitude (or the lack thereof) for me is not just a sign of individual character.
Or at least not entirely.
It is a representation of an internal culture and management that either fosters the right attitude -or it doesn’t.
And that is so important because those little moments and subtle signals can either build a brand’s connection with a customer….or they can ultimately bring down a business.
That’s my point of view. What’s your twist?
How have you felt the love lately?