A recent human-interest story spread across the viral airwaves, in which a Dairy Queen manager forced a customer out of his store for stealing money from a blind person. Click on the link that follows for the full story:
https://www.youtube.com/watch?feature=player_embedded&v=PoJgHIFMewA
To me, the best part of this story is the ending, where the 19-year-old manager takes out a $20 bill from his wallet and gives it to the blind man. This is the difference between living life as an owner instead of a renter. The premise is that “owners” have a sense of ownership, and thus, take more pride in the everyday things that they do. “Renters” simply exist within a space. (Note: this is not an indictment of financial restrictions, but a testament to the spirit of being engaged within your environment.)
After watching the video, would you have reacted as quickly? Would YOU have offered money from your own wallet? Would YOU have expected absolutely nothing in return?
More importantly: How can we get employees to develop this responsibility and kindness as everyday habits?
Strategies that Turn it Around:
- Hire people who air a sense of ownership. Screen for “owners” during the interview process by asking scenario-specific questions to determine how deep-seated responsibility and kindness are as habits.
- Foster an environment where employees are encouraged to take responsibility to go above and beyond (within limits, of course).
- Continue to instill good habits through repetition. This will help to develop good habits with employees who are not quite there yet.
- It’s okay to fire customers – especially when they steal money from blind people!
Remember: Owners “own” their environment and what occurs within it. Simply put, they are engaged and invested. Renters simply “exist” within a given space, unmotivated and uninvolved. Engaged employees are more motivated and satisfied, which leads to exceptional treatment of others and customers. And when our customers are happy, we are all happy!
What do YOU do to get your employees to act like owners and not renters? Please share your experiences in the comments section below. I look forward to engaging with you and your comments.