I was at an Apple store recently, before the store opened, so my wife could fix her MacBook Air, when I noticed 15 blue shirts around the iPod bar for their morning huddle. What really caught my attention was the inability to identify the manager(s) from the staff.
In the first fifteen minutes of this meeting, each blue shirt took turn recognizing each other by identifying what the other did well the day before, followed by cheers from their peers. How novel to catch each other doing something right as opposed to doing something wrong. We know that recognition by your peers can be more effective, especially among Gen Yer's, than by your superiors.
The next fifteen minutes, techies had their chance to announce unique features including new accessories while, once again, more cheerful support by team members.
I'd just witnessed the most effective staff meeting conducted, seemingly, by the staff members themselves. Isn't this a novel idea!
What is our industry doing to inspire a service culture, aside from barking orders at a pre-shift meeting? Who is doing it differently?
My client Momofuku is daring to be different in the way they inspire their team, which was very evident on my recent trip to their shops in NYC including Booker & Dax.
Congrats to the new thinkers, they're definitely onto something.
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