“PERSONALITY AT ALL TIMES”
The plain card placed above the carry-out window caught my eye. It contained the rules for the employees who worked the drive through. The poster was non-descript without even a company logo or interesting typeface… just bold block letters.
The young woman who took my money did so with not even a hint of a smile. She disappeared and finally returned with the change. Then I waited for the food. It, too, was delivered without any emotion.
I had to laugh! How do you legislate a bright personality? And how does a boring sign engender enthusiasm?
A well-meaning manager lettered the sign thinking it would accomplish the purpose. But managing by example won the day – no positive personality in the message.
Have you ever tried to say “no,” but nod your head “yes?” Mixed messages create confusion and rarely achieve the goal.
How do we create excitement and energy in others? How do we engage those around us? What are the elements of environments that encourage associates to genuinely express a winning personality?
Perhaps the next time PERSONALITY is mandated, management will think of a more creative way to reflect its order. And perhaps the next time the woman at the window will add a smile and happy word as she passes the food to the customer. And just maybe that personality will be the result of a work environment produced by authentic cheerfulness.