We attract a different type of person, someone who really wants to get in a little over his head and make a dent in the universe.
– Steve Jobs
Apple touches the lives of its customers only after touching its employees.
If your team members are not trained, personable, and passionate about the brand, you’ll have no chance of building an organization that delivers an Apple quality experience. Unfortunately, many organizations rank low on the customer satisfaction index because their teams are discouraged, disillusioned, and uninspired.
Carmine Gallo, writing in his book The Apple Experience, pulls the curtain back on the magic show that is the Apple Retail Store experience – and what a show it is! Here are the main points Gallo discovered in part I, with the focus on employees, training, and internal communications:
- Dream Bigger – an innovative customer experience cannot happen in the absence of a loftier goal, an inspiring vision that attracts evangelists and reveals every ounce of your creativity and potential
- Hire for Smiles – Apple hires for attitude and not aptitude
- Cultivate Fearless Employees – team members believe in something and they are willing to “fight” for it
- Build Trust – integrity and trust are a basic threshold requirement to be a part of the team
- Foster a Feedback Loop – employees feel comfortable and empowered to make comments and suggestions
- Develop Multitaskers – true multitasking is accommodating three customers and making them all feel special
- Empower Your Employees – give your team more autonomy, authority, and flexibility when it comes to serving the customer
Applications for ChurchWorld
Know the Why – the vision of your church is the foundation of your team. Make sure it is bold, specific, concise, and consistently communicated.
Design the culture – build a team whose attitudes reflect the culture you’re trying to build.
Listen first – encourage open dialogue with your team to share ideas.
Solicit feedback – everyone on your team must feel comfortable and confident giving and taking feedback.
Learn to multitask – address your guest, assess their needs, and assign a team member to your Guest
Foster empowerment – even small measures of empowerment will lead to huge returns when it comes to serving your Guests.
People want to be inspired. They want to work toward a higher purpose and to feel good about themselves and the brand they work for.
You can dream, design, and build the most wonderful place in the world, but it requires people to make the dream a reality.
– Walt Disney
inspired by The Apple Experience, by Carmine Gallo
Next: Serve Your External Customer