July 5, 2011 2 Comments
Guy Kawasaki opens Chapter 10 of his most recent book, Enchantment, with these words: “Here’s another Japanese word: bakatare. It means ‘stupid’ or ‘foolish,’ and it’s the perfect description of people who think disenchanted employees can enchant customers.”
Wow. Bold statement. I happen to think he’s right.
Lisa Petrilli and I have invited Guy to be our guest on Tuesday, July 5th for #LeadershipChat on Twitter (8 pm ET), and we’ll be talking about Enchantment. One topic we’ll address is the under-appreciated role of enchanting employees.
My experience over the decades with employees and other organizational leaders is that very few “get” this. They’re too busy treating underlings as a means to an end to really value them. And how will employees then treat customers, partners, and suppliers? To ask the question is to answer it.
Guy proposes that we provide employees with a MAP – an opportunity to achieve Mastery, Autonomy, and Purpose. More than mere money, people are driven – enchanted – by these higher-level motivators. And when they are empowered to serve the customer (not just a rule book), they will care about their work.
Many of us have walked into Apple stores. And most of us have been forced to experience the Department of Motor Vehicles in our respective states. Where did you find delight and enchantment among employees? Here’s the challenge – how could a DMV actually provide a MAP for its employees?
Join us as we discuss leadership enchantment tonight on Twitter. And if you haven’t already, pick up a copy of Guy’s compact guide to Enchantment – it’s sure to make you more….well, enchanting! (special offer here; my prior video blog review of Enchantment here).
And, to make your chat experience even more enchanting, try out ChatTagged, a custom-made Twitter client for helping manage your on-line chat interactions!