Inside the Magic Kingdom – Lesson 6
Several years ago I read the book “Inside the Magic Kingdom” by Tom Connellan for a project I was working on for a client. Recently I picked up the book again and had a hard time putting it down! There is so much wisdom in this book on how to provide extraordinary customer experiences every time. For the next seven weeks I am going to share with you the seven lessons outlined in this book. At the back of the book Tom has provided questions for each lesson that each reader can apply to their own situation and I will include them as well. The book gives the readers permission to use the information provided proper credit is given to the author.
Continued from previous week…
One of the deepest human yearnings is to be appreciated. The books highlights that a lot of organizations go through the motions of recognizing people but only a few make it part of a system. Often companies spend more time pointing out mistakes than achievements. This can greatly affect morale. Recognition is about appreciating and acknowledging that someone has done something special. Years ago when I worked in a manufacturing plant we implemented a system where employees would give each other a pin (shaped like a star) when they did something special for another employee. At first people were a little reluctant to participate and once they started to see the visual chart we created, things changed. It was the incentive to help get everyone on board. Some of the things people did for each other is drive someone to the subway on a cold evening, offer to babysit when someone had a doctor’s appointment, bring someone a coffee who was having a bad day…. it worked to build a stronger team. We had created a structure with guidelines that encouraged recognition.
Questions for discussion with your team:
- How often does good performance go unrecognized?
- In general, what’s the positive-to-negative feedback ratio in our company/plant/department etc?
- How could we improve that ratio?
- What is your individual ratio of positive-to-negative feedback?