No, this is not a story of a little girl and her pet rabbit.
In fact, this is about how employees and customers react to a company’s environment.
Allow me to explain.
During a past ideation session with a client group, I was graphically co-facilitating on a large white board some of their responses about their customers in their centers. During part of the team activities I over heard one of them say, “We hear such great things about our staff and the environment from our customers.” In response, I added some exclamation marks above the heads of the customers I had drawn interacting with the staff to emphasis the positive response. During one of the breaks, a few of the participants had gathered in front of the visual recording and were making humorous comments about the pigtails and rabbit ears I had put on people.
“Pigtails and rabbit ears?” I asked. They pointed out that the exclamation marks I had drawn over the heads and how it had made them look like they had pigtails and rabbit ears. Sure enough to my amusement I had. Unknowingly to me when, In order to add relevance to the comment, I had made some of the people cute girls with pigtails and others, people with rabbit ears.
After that, when that group discussed the experience being staged for employees or customers they would challenge the rest of the group by asking if it would give the employees and customers pigtails and rabbit ears. To my surprise, a humorous visual edit quickly became shorthand for measuring a positive experience.
Since then, I ask myself during client ideations about headquarters or customer spaces if they are actually creating enough of a positive experience within their environments that the reactions from those engaging in the experiences would generate pigtails and rabbit ears on drawn people? One of our goals for our clients is to help develop experiences that would exceed expectations and create positive memories, experiences that employees and customers would share with others.
I challenge you take a look at your employee and customer environments and interactions. Are they dynamic enough to put pigtails and rabbit ears on your people? If not, how could you change the environment and the interaction to do so? Maybe we can help?
Until next time, keep thINKing in Ink and stay ahead of the problem.