Employee Engagement, Athletic Attitude, and Breakfast Sandwiches
BREAKFAST SANDWICHES
“I gotcha.”
Those words started my day today. When I go to Cosi, which is a premium convenience restaurant, I’m happy.
“I gotcha” is what the man who makes the breakfast sandwiches says when I walk in. I’ve been going there for a while, and he remembers that I like — egg and swiss on a toasted sesame seed bagel. I know that might not seem like a lot, but this is at a restaurant in a major city with hundreds — if not thousands — of people streaming through daily. I’m just one of the huddled masses. But not there. I feel welcome.
I’m sure that guy doesn’t get paid any more money for saying “I gotcha” than if he just ignored me for five minutes like what happens at a lot of big city convenience restaurants. (That includes Starbucks, by the way, which used to be more personal, but is now more about running people through the line.) So what makes him say, “I gotcha”?
EMPLOYEE ENGAGEMENT
Engagement. (Yes, I think that word is stupid, but it’s shorthand and you all know what I’m talking about.) They guy cares about his job. My guess is that he’s earning an hourly wage, which in this service economy era with horrible customer service, it’s a rarity. But not at my Cosi. Several people there pay attention. I drink decaffeinated coffee — a little room for cream, please — and I get it every time. Same with the egg bagel. Every time.
I won’t go anywhere else.
What would it take to get employee engagement like that at your shop? Here’s my take: We hire too much based on resume and academic credentials. But I tell you, as a small business owner, I’d rather have one person who cares than 10 people who have great paperwork and an I-don’t-care attitude.
ATHLETIC ATTITUDE
Would you ever take a chance on a guy who says “I gotcha” to do a professional job? I know that’s tough, but would you? Would you ever consider that you can teach technical skills, but you can never teach desire? In sports it’s a known issue: Get good athletes with a great work ethic and you can teach them the subtle skills. Get a great athlete with a bad attitude and what do you end up with? Nothing but problems.
I don’t think you can “make” lackadaisical employees be more engaged. Sure, you can do things to get people to be more motivated to work for the organization. You can set up teams and get people to cooperate. But it’s a bit hollow to take bad and disaffected talent and think that you can make them “engaged.” Give me a team full of “I gotcha” people and I’ll make a winner.
I GOTCHA
Think about the best team you were ever on. What was it that made it that way? Was it because you got paid the most? Was it because you had the resources? Was it about how the team was structured? Or was it because you worked among a group of people who had desire and talent? People who you could count on every morning to say, “I gotcha.”
Google Maps Can Now Be Embedded
This doesn’t have much to do with HR, but it’s an interesting bit of technology: Google Maps can now be embedded. If you’re looking for employees it’s always good to let them know where you are and what’s near. Our business office is at Rittenhouse Square in Philadelphia, which is a premium location in the City of Brotherly Love. Here’s a map of where we are. Check out the restaurants in the area. They’re among the best in the city.
Okay, maybe there is an HR angle: Wouldn’t potential and current employees like to know what’s around the office? You could make a mashup for them and embed it in your website. Best part? It’s free.
Your Mission, Vision and Values Sound Like Gibberish to Employees
You can spend tons of time and money creating mission, vision, and values statements. Sadly, too many of them sound to employees like this incomprehensible answer that Miss Teen South Carolina gave in a recent beauty pageant.
Communication Lesson: Let Them Know What’s Happening
The sign here is at one of my favorite places in Philly — DiBruno Brothers. The store is a high-end cheese and fine foods emporium. Plus, they have some of the best sandwiches on the planet. (If you’re ever near Rittenhouse Square, go to 18th and Chestnut. You won’t be disappointed.)
The sign tells patrons that although the line might look long, it’s only going to take them three minutes to checkout. For people who have never been to DiBruno’s at lunchtime, the line can look daunting. So how smart of them — tell people how long the wait will be. (Disney knew this 50 years ago.)
The communication lesson is simple: Let people know what’s happening and they will be calmer. How many times have you been on an airplane, stuck in your middle seat for hours, only to land, sit on the tarmac, and hear…nothing? That just doesn’t work. Tell them what you know, what you don’t know, and when you’ll know more. If you know the line is three minutes long, say so. If you know something is changing at work, tell them.
I know it’s simple, but communication is most often flubbed in companies because it’s overthought. There’s no such thing as too much communication. But there’s plenty of crappy communication. Don’t do that.
Invoking Lauren Bacall in “To Have and Have Not”: You know how to communicate, don’t you. You just put your thoughts together and…talk.
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