Starting with an example of "Executive shine" at Denver airport provides shoe shine services at the airport. Its a 12 step process and the customers pay what they think is right; in short, they do not have a price for the services. The customers pay more than what they would normally pay.
Its become a favourite among business travellers and a source of research among business thinkers/ leaders.
The lesson: when businesses focus on disruption, digital transformation, VS capital we forget the small gestures which connect with the people. Act humble, have a person to person interaction which leads to a more meaningful relationship with the customer. Customers today are hungry for a deeper and more authentic one to one relationship.
CEO of BELFOR HOLDINGS sends a personal handwritten greetings/ thank you cards to all his employees on their birthday, anniversaries, thank you notes for a job well done. He sends out an awesome 12000 cards every year. When he takes a flight, he has a suitcase full of cards, pens and spends his time writing out greeting cards.
though the technology is available today that can replicate your handwriting, he prefers to write in his hand.
This he says helps in building up a sense of belonging, compassion and respect.
Such small gestures, body language or handwritten messages can send big signals about who we are, what we care about, and why we do what we do and builds up loyalty and passion for the work you do.
REf:
https://hbr.org/2020/01/great-leaders-understand-why-small-gestures-matter
https://www.charlotteobserver.com/news/local/article52646155.html
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