Magnetic Stories by Gabrielle Dolan

Author:Gabrielle Dolan [Dolan, Gabrielle]
Language: eng
Format: epub
ISBN: 9780730388531
Publisher: Wiley
Published: 2021-03-29T00:00:00+00:00

Imagine … and realise

Imagine if, at the start of each team meeting, you opened with someone sharing a story of a core value. Perhaps the value is ‘delighting our customers’, and someone shares the story of John in the New York store who saw a customer struggle with their luggage in the rain, so rushed over with his own umbrella to help her and her luggage into a taxi.

Then the team leader shares that story at their meeting with their peers, which escalates the story up to the next level. Depending on the size of the company, it could be cascaded up a few more levels. On hearing that story, perhaps the CEO or a senior executive contacts John to let him know how proud she was to hear about what he did for that customer on that rainy day. How his actions truly demonstrate the value of delighting customers.

How do you think John feels on receiving that call? And what do you think he does next?

I think he would feel pretty good. I think he would feel engaged. I think he would feel appreciated and that his actions had been acknowledged. I also think he might tell his colleagues about getting a call from the CEO. I think he would also go home and tell his family. And you know what else he will do? The very next day he will be actively looking for opportunities to delight customers once again … as will the colleagues that he shared the story with.

THIS TYPE OF COMMITMENT FROM THE ORGANISATION ENCOURAGES DESIRED BEHAVIOUR AND STORY SHARING, WHICH ENCOURAGES MORE DESIRED BEHAVIOURS, GENERATES MORE STORIES, AND SO ON.

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