What do a camp counselor, a massage therapist and a an admissions nurse have in common?<\/p>\n
They love their jobs.<\/p>\n
How do I know? Well I don’t exactly. I didn’t ask them. But I did interact with each of them recently.<\/p>\n
And I walked away feeling that they did.<\/p>\n
Because their enthusiasm, attention to detail, and thoroughness completely transformed my experience.<\/p>\n
And it reminded me of the simple, but nevertheless true, \u00a0fact that more than anything, people matter.<\/p>\n
\nThey can make or break a brand experience.<\/p>\n
The attitude of each of\u00a0 these individuals told me more than just about their individual personalities. It also told me a lot about the companies they work for.<\/p>\n
I don’t think this love happens in a vacuum.<\/p>\n
It’s a sign that the employees are well chosen, nurtured,\u00a0 given clear direction and feedback and know their role in the bigger picture of the companies goals.<\/p>\n
Am I reading too much into a few brief encounters? Maybe.<\/p>\n
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.<\/p>\n
All the while ignoring the customers in front of them.<\/p>\n
But the thing that really got me was their was a manager remaining silent in their midst.<\/p>\n
Maybe the gripes were legitimate. Maybe they had been working too long without a decent break.<\/p>\n
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.<\/p>\n
Or at least not entirely.<\/p>\n
It is a representation of an internal culture and management that either fosters the right attitude -or it doesn’t.<\/p>\n
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.<\/p>\n
That’s my point of view. What’s your twist?<\/p>\n
How have you felt the love lately?<\/p>\n","protected":false},"excerpt":{"rendered":"
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, […]<\/p>\n","protected":false},"author":6,"featured_media":0,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[84],"tags":[],"class_list":["post-2404","post","type-post","status-publish","format-standard","category-customer-service"],"aioseo_notices":[],"aioseo_head":"\n\t\t\n\t\n\t\n\t\n\t\n\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t\n\t\t