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August 18, 2008


Adam Lawrence


Great post! I often think it is tragic how many firms - especially in retail - under-use the talents of their team members.

And it is not just a question of getting rid of "dead wood " and hiring the right crew.

In my workshops I have often experienced true transformations when staff who have already been written off as dead wood are asked a few simple questions:

"What is cool about working here?"
"Would you like to share that with the customers?"
"How could we do that?"

Talk about awakening sleeping lions! Giving people a chance to bring their own creativity into their work - rather then telling them what they can and cannot do - is a powerful customer experience tool. It is by necessity authentic, it generates terrific "expert" ideas, and it is a mighty, mighty motivator.

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