Post Format

The Difference Between Culture And Process

1 comment

green-checklistAs I ordered my espresso in the Atlanta airport, the young man behind the register asked, “Where are you traveling today?”. I was actually caught off guard a bit, as I don’t often hear small talk coming from baristas (I imagine it’s mostly because they seem quite busy most of the time). When I responded, I expected some form of mini-conversations to go down. But…nothing. No big deal, there’s a line behind me, I told myself. But then I heard him ask the same question to the gentleman behind me and the exact same scenario ensued.

I’m making an assumption here, but I bet someone – his manager, or a corporate operations exec – threw down a mandate that all employees should ask “Where are you traveling today?” to every customer in some lame attempt at establishing a connection or…dare I say…engagement. That’s a checklist, folks. That’s a process. And that’s entirely different than fostering a culture that motivates employees to care about customers.

——————————————-

Disruptive_Banner

Advertisements

Posted by

Growth obsessed startup co-founder (MusicBox) and strategist-for-hire. startupgrowthguy.com mymusicbox.me

1 Comment so far Join the Conversation

  1. Greetings, Disruptive Dave!

    You may want to take a look at the copy points on your banner. You’re missing the article “a” in the sentence “I’ll even throw in few good jokes for free.”

    BTW, I love your eBlast. I read it nearly every day. You offer really great info that gets me thinking.

    [cid:6CCC521E-29EE-4474-92C8-4ACE70B8FF3E]

    From: An Unconventional Blog for Unconventional Marketers <comment-reply@wordpress.com> Reply-To: An Unconventional Blog for Unconventional Marketers <comment+r1vvq87fty5w2xk9ii24acv@comment.wordpress.com>

    Reply

Leave a Reply

Required fields are marked *.

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s