| Inspiring Workplaces |
ISSUE 970 - May 3, 2023 |
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Creating Smiles, One Smile at a Time |
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I love this idea I ran across in my archives: The Smile Transfer Protocol (STP) created by Barry Williams.
Williams created the STP with his team of twenty cleaners at a mid-sized Canadian airport. They created a large colorful chart where employees would record the number of smiles they generated throughout the course of their day. It was a silly (yet highly effective) way to help his employees stay positive. And it was a reminder that memorable customer services isn't just about blindly smiling at the customers, it's about making sure the customer smiles back!
The counting was done on the honor system, and whoever generated the most smiles by the end of the week would win bragging rights and receive a small reward. They even helped each other practice their smiles so they looked genuinely friendly and not, you know, creepy.
And the part I love the most: Williams put a smile bounty out on the rather stern CEO's head, so that every smile returned from the CEO would be worth 10 times a regular smile!
The end result: The stern CEO (after first wondering why the cleaners were always so happy to see him) loved it. And while not every employee participated, those that did, absolutely loved it and said it had a huge impact on their mood. It also had a positive impact on the other airport staff. And by the time the STP program ended, they had generated more than 2,000 smiles!
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Mike's Fun at Work Tip |
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The software company HubSpot uses a creative approach to connect employees that don't ordinarily work together, something they call "lunch roulette." Every employee, including the senior managers, put their name into a draw and then randomly selected employees get paired up for a free lunch. It's a fun way to strengthen relationships across teams and encourage innovation through
the cross fertilization of ideas.
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Quote of the Week |
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“The only thing of real importance that leaders do is create and manage culture. If you don’t manage culture, it manages you.” Edgar Schein
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Funny Business |
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| This story from 2021 recently went viral for a second time: Sam Baines, of Sheffield, England, resigned from his call center job with a condolences card, which I think is brilliant. The card he sent out to his former teammates and boss read:
"So very sorry for your loss.
Thinking of you at this difficult time."
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