Moments of Impact

Throughout the years, I have taken my kids to Disney several times. They loved to go there. Everyone feels the magic at Disney.

Recently I read about someone whose job was to clean rooms in a Disney hotel. One day, while cleaning a guest’s room, she saw a newly purchased Mickey Mouse sitting in the corner. When the family returned to their room, Mickey was sitting on the edge of the bed watching Disney cartoons on the TV. The lady whose job it was to clean the room found a way to create magic for that customer. Was that magic? Of course not, but the exhausted kids who returned to the room that evening thought so. Her small act will be talked about for the rest of those kids’ lives. The individual in housekeeping could have left Mickey sitting in the corner, but she was looking for ways make a positive impact and create happiness. Her lesson to us is that, regardless of your role in our organization, you can deliver moments of impact if you pay attention and look for ways to make a difference with our customers.

One of the shifts in our new book, LeaderShift is the shift from duty to passion. Duty is an obligation or burden. Passion is a desire, hunger, craving, even obsession. If you are buying something, which type of person or organization would you rather deal with? Someone who considers you a burden or someone who is obsessed about your business?

Customer passion results in moments of impact. You have to be ready when that moment arrives – it may come and go in an instant. The moment could be exceeding your customers’ expectations. But, opportunities for moments of impact also appear internally. For instance, when a meeting gets sidetracked and someone intervenes in a positive way to refocus the meeting. Or, when your accounting group prepares a financial report in a new way that strategic decisions can be made more quickly. Or, when human resources expedites insurance paperwork so that a new associate can get the unexpected, rapid medical treatment they need.

Moments of impact are all around us if we keep our eyes open for them.

Here are a few points to ponder as you coach your team from duty to passion:

  1. Is your team delivering moments of impact or moments of apathy?
  2. People buy from people more than any other influence. Does your team exhibit passion for your customers?
  3. What can you do to reboot your passion?

Based on the book LeaderShift … Making leadership everyone’s business.

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