Welcome to my game!
First, put yourself in one of those cubicles. Personally, my favorite is the first one in row #2. Man, they really added some personal flair to that one!
Now that you have taken your seat, you are now amongst your co-workers. Maybe you want to imagine further that these cubicles are not just workers, they are your business. You own a restaurant or a hotel for example, and each cubicle is another hotel or restaurant in your area. You get the picture.
So now all of you have been given your Standard Operating Procedures rule book and you know the script for what is wanted. To input data. To answer phone calls from clients. Every day you are working as well as your co-workers. Today, I did my job! They all did their job as well. You checked the boxes and filled in the forms. You met industry standards.
For this game, it is now time to get promoted. In other words to move up the ladder. Move forward. For a business, a promotion means a change of status amongst the consumers. Now instead of one being the norm with all of the others, this store is going to become the star. What will make one of these fine folks rise up?
So it is your time to shine. Now comes the question which is what have you done?
You see, most of the people sitting in those boxes have just done their job.
Very few are working AT their job. They will be the ones who move forward and the others will be left behind in the environment they really love. An environment where nothing changes.
In our society, there are millions of mechanics. We can take our car to the guy down the street or we can visit one of a million shops that offer the same experience. A long, long wait stressing about how much it will cost. A separation between you and your vehicle while some person is yanking off parts. A big upsell. Threats of damage to your car and finally, a feeling of loss due to a large amount of your earnings that have departed.
Basically, no one enjoys a visit to the mechanics.
The industry is basically comprised up of those generic boxes.
What if one of those shops changed the waiting experience? Put in some computers where you waited. Then had a manager come out and take you into the bay to explain to you what they found. Then asked how much can you afford and worked something out with you. A plan to tackle the issues so you can return?
I bet you would return. With a lot of other customers.
Simple stuff…but not so simple when you are just doing your job.
Who do you Really Want to Work for?
Now it it time to conclude the simple game which can be applied to just about anything in your life. You see, a lot of businesses and employees want to work but they want to work for themselves. They make choices without thinking of the customers (external, their employees, or vendors). In fact, interacting with the customers is a nuisance to them.
This is an example:
Most resorts rely on surveys to create a guest satisfaction score. Two separate departments really depend on getting good scores to measure their success. One deals with the quality of the rooms. Yet will not focus on what happens at the entrance to the units. They leave paper and water at the entrance to the units and move on because they DID THEIR JOBS inside the rooms. Then again, the new scores come out and they are not what they want.
The guests do not know what departments do what. They just know one thing…Quality.
Now if every employee tackled problems across the board then the resort would be considered a quality resort. This is how Disney operates and other companies that churn out a quality product.
So now you have to think of yourself. Are you just another person filling up a cubicle?
Just doing your job?