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The Difference Between Culture And Process

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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.




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Growth obsessed startup co-founder (MusicBox) and strategist-for-hire.

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.


    From: An Unconventional Blog for Unconventional Marketers <> Reply-To: An Unconventional Blog for Unconventional Marketers <>


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