Misunderstanding. A bad hire. Fear. Doubt. Disagreement. Separation. Change.
When it does, someone has to hold up their hand and say, “Hold Up!”
Reminds me of the Progressive Insurance commercials where a red flag gets thrown. Hilarious.
An organization that is unified on their values and builds community between one another has at least one other question to answer to ensure their public persona matches their behind-the-curtain private one: How’s the culture on both sides of the curtain?
The flipside of making sure all is well behind the curtain is that you still have to pay attention to what’s going on on the other side. In last week’s episode of “At The Table,” the troubles at Hertz and United Airlines were discussed; it’s evident the Execs aren’t bothering with gauging the culture between the front lines and their customers. And it’s been that way for years.
How is that possible? Is it because no one behind the curtain cares? No one’s assigned to be the “Keeper of the Curtain”? Is there dedicated time behind the curtain to talk about the culture on the other side?
Leaders, to engage this question further, here are four more questions for your team to discuss:
What’s our process to gauge the culture on both sides of the curtain?
Who’s responsible for gathering cultural data and conveying it behind the curtain?
What kind of culture do our values promise?
What are we willing to do when unhealthy culture is present?
May your culture on both sides of the curtain matter and thrive.
Last weekend we traveled to New Orleans to run the Rock ‘n’ Roll race. Unless you hibernate in your hotel, you see and therefore learn a lot in New Orleans. I’ve never been disappointed visiting New Orleans.
As for seeing and learning in New Orleans, a visit there should include taking in great food. We made it a point to not eat at the same place twice. Not necessarily hard to do, but certainly fun to achieve. Here’s the food establishments we visited during our stay:
We ate just about anything you could ask for: crawfish, shrimp and grits, crab, gumbo, pasta, burgers, pizza, chocolate, ice cream, and beignets. No regrets.
Boil Seafood House
I can only imagine the challenges these owners and employees have survived during the pandemic. This race, an annual event, wasn’t even held last year. And who knows how many others were canceled. So to be open and surviving is a testament to their commitment to their business and their customers.
We Floridians came to town somewhat clueless to the continuing COVID protocols in place in New Orleans. We learned real quick. Not in a rude way, but it was clear we were not at home. Mask mandates required us to mask up everywhere we went. No problem. Happy to comply. In some places, vaccination proof was required; we knew this as a requirement to enter the race expo. No problem. Happy to comply.
What was interesting to see was how the employees of these ten food businesses went about treating their customers while holding to these protocols. 9 out of 10 were excellent experiences. Regardless of their choosing to uphold the protocols or choosing to require vaccination proof, these employees treated their customers with excellent respect and warmth as they worked under unusual circumstances.
Our best experience was at Kilwins on Decatur Street. It was Sunday afternoon, and my friend wanted a shake. Google told us the closest shake available was Kilwins, so we headed there. We passed Cafe Beignet on our way there and decided it was time to get some beignets as well, after Kilwins. The next 10 minutes was a lesson in customer service.
If you know me, a “no” to ice cream is rare. But I was saving room for beignets. Even the chocolate was not tempting me in Kilwins. We already had our share from Leah’s Pralines, so I didn’t enter Kilwins with a shopping mindset. Just taking it in. We were not greeted at the door by anyone checking proof of vaccination. What we were greeted with was employees behind the counter welcoming us in the store, “Welcome to Kilwins!” My buddy ordered his shake, while I eyed the chocolate. Nicey, behind the counter, asked if I needed any help. I said, “No, just looking.” She offered to give me a fudge sample. Do you think I said no? After that sample of her favorite, she asked if I saw another fudge I’d like to sample. Well, I had to admit I didn’t need a sample. I had been hooked into buying a chunk of Toasted Coconut Fudge, simply because it sounded intriguing. Plus, Nicey lived up to her name. We walked out of Kilwins happy shake and fudge customers expecting to enjoy more happiness in beignet land.
We went from the best customer experience to the worst customer experience in what felt like another city, but only two stores apart. Not to bore you with the details, but suffice it to say one Cafe Beignet employee was determined to have things her way when it came to COVID protocols to the point customers did not feel welcomed. We were thankful for outside seating.
In that ten minutes in New Orleans, we saw and learned a few things about customer service, about how to treat one another during challenging times, about power, about treating others the way you want to be treated.
To the 90% of New Orleans businesses that made our trip amazing, thank you. We remember our time with you as minutes well spent, minutes we were seen and heard, minutes you thought more about us than you did yourself. Keep giving your customers great minutes!
John Gregory 