One of the most fun days I’ve had as an adult was the day I attended a seminar at the headquarters for LeadPages in Minneapolis, MN. LeadPages is a growing software company that designs amazing tools for marketing yourself and your business. They are taking their industry by storm.
As I walked into their newly remodeled workspace, I was blown away by the environment that was obviously fun and energetic and that had been created to inspire phenomenal creativity and idea sharing. There was a cereal bar, with free food, snacks, coffee, juice, and various other snack items. They had two rows of swings hanging from the ceiling, multiple game tables, and every imaginable design attempt to foster a playful environment for their brilliant work staff to do what they do best.
Every conversation I had that day with a LeadPages employee indicated that the company philosophy was working. Their employee satisfaction rating was through the roof, and their customers adored all things LeadPages.
When I returned from the seminar, I asked myself and my co-workers, what I could do to foster the type of energy that Lead Pages was generating for their employees and the corresponding customer experience those employees were creating? We started with the addition of upbeat music and pictures that inspired happiness and good feelings. Instantly I could tell we were on to something.
Over the next several weeks, I could feel an incredible surge of positive energy at the pharmacy and my co-workers seemed to really stretch themselves when it came to delighting our customers. Shortly thereafter, something happened. Well, more appropriately SOMEONE happened.
Our district manager, Steve, came for a visit in order learn the reason for the steep increase in our already stellar customer experience scores. Before I knew what was happening, I was hauled into a manager’s officer in the back of the large big-box store, and I was being harshly scolded for the violations of company policy that were taking place in my work area.
“THIS IS A WORK PLACE!! IT IS NOT A FUN PLACE!!” Steve began. Steve and I had known each other for several years. We got along okay, but our styles were drastically different. We were like oil and water.
Steve was all about professionalism and company policy. I was all about approachability and delighting customers by creating a world class high-performance atmosphere for my direct reports.
“What about the results we are getting?!?” I asked slowly and calmly trying to feel out the situation.
“The company has had a big TV advertising push. That’s all it is. The music and pictures have to go and they have to go now!!” he stated sharply and clearly.
“The other stores in the district are seeing similar increases then?” I asked with as much care as I could.
“Well, you are leading the pack, but I’m sure there are a number of factors that could be driving that…”
“Undoubtedly!!” I replied looking to avoid any feeling of a confrontation, which I knew would be pointless. He had obviously made up his mind.
A few moments later, Steve packed his briefcase and left the office. I remained seated for a few moments in order to contemplate the conversation.
“I’m so happy with your numbers this month!!” a voice behind me appeared suddenly, startling me awake from the thought trance I had entered. I turned around to notice Brad, the main store manager standing behind me with a large warm smile on his handsome friendly face.
“Don’t worry about what Steve said!! He told me that he was shutting down your music and taking down your pictures. No wonder no one likes him. Anyway, he’s only in charge of the pharmacy, and I am in charge of the entire store. I’m not going to allow him to mess with your CHI! Now get back up there and keep kicking butt!!”
“My CHI, huh?!? I love the sound of that!” I replied anxiously ready to get back to doing what I do.
We really rocked out to Led Zepplin and Jimi Hendrix later that evening thanks to Brad’s blessing of our fun environment for success and creative thinking!
A few months later Steve received notice that he was been demoted. His employee approval ratings throughout the district were dismally low. Brad continues to flourish with the company, and I have gone to work for a surgical hospital that still holds company picnics and provides free food and drinks for their employees. You should see our customer satisfaction scores!!
What type of environment do you work in?
Are there things that you could do or suggest that might improve the Chi and create an environment that fosters Rock Stars and inspires creative thinking?
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—Photo Credit: Flickr/Marcin Wichary