A couple of days ago, I shared a post with you about creating a “plus” experience for your guests / customers. This is a vision that has to be clearly and consistently communicated, but at the end of the day it is the staff and / or volunteers that will drive this experience and ultimately deliver the desired outcome.
And the method to this buy-in is from our staff / volunteers is making it personal.
We are “owners” in our vision / dedication / unity that have responsibilities, not “members” with rights.
If you can get the people delivering the “magic” to buy in to this way of thinking, and make it personal, then the “plus” experience becomes an overflow of that ownership.
There is no secret sauce…it’s empowering your employees to know that we have a common goal, and that they play a huge role in making it happen. Dave Ramsey teaches his staff that they should each treat their job as though they are self-employed. If you buy into an organization at that level, there is an amount of care that is associated to it that cannot be overemphasized.
So what are you doing for your team to make sure that they know how personal this is? Are you sharing stories / casting the vision / empowering each role?
It’s the baseline for creating an incredible experience for your guests / customers. One that will have them talking…and when people talk in today’s social media culture, it’s the difference between winning and losing.
God Bless,
-ABB