01/26/2018

Inspire Employees With Memorable Moments

The ability to create moments is a valuable leadership skill

When new employees arrive at the customer service orientation for Tommy Bahama, the beach-themed restaurant-and-apparel business, most expect a traditional process-and-policy walkthrough. Instead, a presenter asks the group whether they've ever thrown a party where, at the end of the night, it's obvious that everyone had a great time. Most members of the group reply yes.

"That concludes our lecture on customer service," says the presenter.

That orientation session is what Stanford business professor Chip Heath calls a "moment." Heath defines moments as brief experiences that lift people out of the ordinary; change how they view the world; inspire and capture up-swells of pride; or deepen bonds with others. Startled and delighted by Tommy Bahama's sharp jab of corporate values, employees never forget the lesson embedded in that experience.

Please click here to read the complete article from Inc.