‘Every McDonald’s is the same, except that it isn’t.’ (Shirley Moorse)
Nothing beats a dazzling encounter. The global Mc-giant prides itself on brand consistency, yet the actual customer experience is influenced as much by what she or he encounters in real, individual members of staff as whatever is on the menu. The same is true for any organisation or business that depends on interpersonal interface between people. One stroppy glance or unhelpful remark and you’ll hear the door clunk/phone click as the person leaves. Put that in your pipe and smoke it.
A boss can’t instruct staff or team what mood to be in any more than a person can herd cats. A supervisor can’t maintain a constant watch for any slightest shift in facial expression, subtle gesture or tone of voice that could result in delighted customer on the one hand, or one lost to the eager competition on the other. The tighter the grip, the higher the risk of rupture. A stranglehold always suffocates. Positive spirit can be invited and influenced but never managed or controlled.
Apple guru, Steve Jobs remarked, ‘It doesn't make sense to hire smart people and tell them what to do; we hire smart people so they can tell us what to do.’ That’s about releasing magic, human, talent and potential. I had a dazzling encounter with Emma this week, an estate agent from Harper & Co in the UK. Bright natural smile, listening ear, creative ideas – and a stunning personal and professional style that lives and breathes passion, integrity and effectiveness. You can’t order that with fries.
What have been your most dazzling encounters? How do you release this talent and potential in others?
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