Excited Employees and Customers: What Do They Experience in Your Organization?

The following quote from Walt Disney sits right above my desk. It is a constant reminder to always think of how to improve … from the perspective of clients and employees, NOT mine:

“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” – Walt Disney

Walt’s quote is equally important for every organization’s front-of-house operations, and back-of-house operations.

And, it’s a perfect complement for this week’s 90-Second Cuture Coach Vlog: From Your Customers’ Perspective.

I constantly remind clients that our organizational strength and sustainability come from two worlds:

  1. Our employees, and how we treat them and,
  2. Our customers, and how we treat them.

Based on Walt’s quote, what do your employees and customers experience that excites them? When is the last time you asked—directly, not via a survey—what they love about your organization?

As I mention in my 90-Second Culture Coach vlog, perhaps it’s:

  • The one-in-a-million hospital that provides easy to follow signage for patients and their visitors.
  • The rare supervisor who actually says, “thank you for attending” at the end of meetings.
  • The CEO who personally welcomes newly hired employees during orientation. “Personally” can also incorporate Zoom, or other electronic means, but it is not pre-recorded. Yes, this is a reach for many multinational corporations, but it undoubtedly brings to life part of Walt Disney’s quote: “do it so well they will want to show others.”

Yes, you and your team undoubtedly have great ideas about how to improve client and employee retention. But, when did you last ask them to share what matters to them?

What’s their perspective?