Written by Jeff Payne on November 28, 2011 at 1:10 am, no comments
This Thanksgiving I had the privilege to volunteer some of my time to a great cause called Operation Turkey, a non-profit organization. What I experienced totally exceeded my expectation. This was well planned and organized show. The organizers made the event to help the homeless something that would be memorable and interesting to the volunteers who were participating. They had a simple idea to make and deliver 4,000 hot Thanksgiving meals to the homeless in Austin. They promoted the event with families in mind and then crafted a really clever process that would rally the troops who would be participating. I was awestruck. There were at least 1,500 volunteers if not more who came for the cause (see video). They were told where to come and it was an assembly line process. Here’s the process:
Get in line and receive two decorated containers for the food. These were designed with drawing for the homeless recipient from local children in the area.
Mingle with other volunteers while in line. Also don’t forget the cheering for goals reached while in line and listen to upbeat music that kept the line going at a brisk pace.
Now you encounter a greeter who thanks you for volunteering and gives you brief instructions on the line you will be going to.
Now you are guided down the assembly line by a team leader who is smiling and appreciative you are there.
Now you are holding the containers as the stuffing is placed in the appropriate spot in the container.
Next person places the serving of green beens into the container
Next person says hello as he puts the piping hot corn into the container
Next is a high school girl and she puts a scoop of cranberry sauce next to the stuffing
Next a nice serving of hot turkey
Next a dinner roll
And let’s not forget the pumpkin pie
A person now grabs one of the two containers you are holding and closes the lid
Another person takes the other container and closes the lid
Both containers are now being placed in a box of other hot meals
I am thanked and cheered at the end of the line!
I continue to watch as drivers (volunteers) are lined up along the street at the end of the line to receive written instructions by one person (see video 2)
and another person is loading the number of meals for that order.
Here is what I learned:
Operation Turkey made serving and experience.
They made it real simple.
They created a show. They did not leave anything to chance.
They created a predictable outcome.
They made you feel important.
They rallied the volunteers around the goal: Let’s feed 4,000 meals. You heard shouts as the countdown was taking place.
They made it credible by letting you be part of the story.
They made it exciting.
They were prepared by having lots of tshirts on hand that they were selling for $15 a pop. Smart!
So what if you thought through your process for your business, would your customer be able to outline the experience and be happy to share it?
Written by Jeff Payne on November 28, 2011 at 1:10 am, no comments
“Remembering that I’ll be dead soon is the most important tool I’ve ever encountered to help me make the big choices in life,” he said. “Because almost everything — all external expectations, all pride, all fear of embarrassment or failure — these things just fall away in the face of death, leaving only what is truly important.” — Steve Jobs
Written by Jeff Payne on November 28, 2011 at 1:10 am, no comments
I want people to see it a certain way. The truth is few rarely see what I see. I want people to get it. The reality is some don’t get it. As an artist (we are all artist) I present change but few ever change. The difficult part is to remind myself it’s not my job to change them. If they choose not to change it’s their loss and in many cases a big loss.
There are always those who don’t get it — that’s not your fault but theirs. Someday maybe they’ll get it, but don’t wait on them. There are enough that want to get it, those are the ones to invest your time and ideas into.
Written by Jeff Payne on November 28, 2011 at 1:10 am, no comments
If you really want to learn, and you want to learn more quickly and more deeply, pay attention to how you pay attention. Think about how you think. Learn how you learn or why you aren’t learning.
What is holding you back from learning? You are. Take responsibility for your brain. What are you doing with your brain?
We have no excuses. We have Google, Amazon and Audible. Show me what you read and it will show what you know.
Written by Jeff Payne on November 28, 2011 at 1:10 am, no comments
Yesterday I was in PetSmart to purchase some cat food. Approaching the counter what was obvious to me and others in line was the recognition given to the lady behind the register. It was a small billboard with her photo recognizing her for her customer service and smile. I was eager to reach the counter and experience her service for myself. Before I was even out of the store my wife commented and said that surely didn’t match the billboard. The lady barely said three words to us, let alone even smile. To say the least not a very good experience.
In our business we must figure out who our audience is, and take them where they want and need to go. We must create an experience that helps the customer and makes them want to come back for another experience.
