The
best lessons are taught in real life, not in classroom. Do you think the same? We can agree that there
are many books about marketing, how to handle advertising campaign, how to
boost sales, how to promote your product/ service. Universities teach marketing
strategies in such way that real person doesn’t understand anyway, right?. That is my
feeling. However there is one thing that is forgotten: "We are people". Instead of using
complicated strategies we should more focus how to enchant others.
I want
to share story I read about incredible service and what really matters.
The story as I read in HBR Blog Network goes like this: „Brandon Cook, from Wilton, New Hampshire,
was visiting his grandmother in the hospital. Terribly ill with cancer, she
complained to her grandson that she desperately wanted a bowl of soup, and that
the hospital's soup was inedible (she used saltier language). If only she could
get a bowl of her favorite clam chowder from Panera Bread! Trouble was, Panera
only sells clam chowder on Friday. So Brandon called the nearby Panera and
talked to store manager Suzanne Fortier. Not only did Sue make clam chowder specially
for Brandon's grandmother, she included a box of cookies as a gift from the
staff. “
It
was a small act of kindness (enchantment) not a try to activate marketing campaign.
She used enchantment which is more important than just quality, price,
marketing strategy or something else. But what happened was more than that. Brandon
told his story on his Facebook and Brandon s mum said story on Panera Fan
Page. A post generated more than 500 000 „Likes“and 22 000 „Comments“.
Panera so far received something that no
marketing could do- a genuine sense of affiliation and appreciation from
customer around the world. It doesn’t matter that we live in modern world where
computers, internet are spreading rapidly, what stands out are act of
compassion and connection that remind us what it means to be human. I am sure that this is a lesson that no University
can offer. What do you do to enchant others?
I am
sure you would agree, it doesn’t matter what we do but in every aspect of our
life we try to improve on, right? Think about when was last time you did
something and you wanted to improve on? It
is simple we are driven by desire to master, autonomy and purpose.
From
my own experience I remember that I had to realize this which will help you to master.
Mastery
is mindset- when I was working during the last year, I think my mindset
belongs between one of the most dedicated to my purpose. I feel that
whatever people believe, it shapes what people achieve. I know that you
have heard that million times. I heard too. But honestly how strong is
your mindset? Only you are the one who knows answer this question. I think
I was able to handle it because I differentiate performance goal (like get
2 sales a day) and learning goal (learn how to handle own emotions, sales
skills). Learning goal is related to your purpose.
Mastery
is pain- I can relate with that. During last year it has shown me that the
best predictor for success is not strength, intellect, leadership, knowledge,
skills. It is defined as perseverance and passion for long term goals (learning
goals). Mastery involves working and working and showing a little improvement,
perhaps with few moments of flow pulling you along, then making a little
progress and then working and working more. It felt exhausting. But it is not
problematic, it is solution. I learned that effort gives meaning to life. My bosses
didn’t see results but they were good to me, trying to help me out because I
put effort. Effort means that you care about something which is important and
you are willing to work for that.
Mastery
is asymptote- With every day effort you can approach it but never reach it.
Mastery on one side is source of frustration but at other side source of allure
as well. Feeling of joy is in pursuing than just realization.
So let me know your story and your experience.
