Chalk up another experience as being extremely mediocre.
The server had zero emotion. Almost robotic. There were pamphlets all over the floor. Menus were wrongly labeled. (They happened to be out of a prized item which added to the disappointment.)
The only difference between that experience and one with rich employee engagement and enthusiasm, attention to detail, and proactive action is that the boss wasn’t there in the first scenario.
Funnily, the best experiences I’ve had didn’t have the boss there, either. Instead someone chose to act as if they were the boss, to take responsibility and put in the emotional labor.
The only difference between an extremely mediocre experience and a remarkable one is showing up, whether you have the title of boss or not.
When you think about your target, it’s almost certain you’re leaving someone out.
And that’s a good thing. You don’t need to appeal to many, only a few.
Some people investing a lot can keep a business going indefinitely.
However, the oft forgotten group of people are some on the side. Some that you can make a positive impact on. Some that aren’t far or too difficult for you to reach.
It doesn’t make sense to forget those on the edge.
They’re often the ones that can change everything.
One moment they’re rallying behind you and the next minute they’ve turned into a mob.
One day it seems they’re cheering for your success and encouraging you through the lows and the next day they’ve disintegrated – they found another shiny object.
I’ll say it again, fans are fickle.
People, though, people are generous. They thrive on long term commitments and stick by you as you keep your promises (and forgive you when you fumble).
You can shake their hands and interact face to face.
There’s a secret way fear speaks out to keep you safe, to prevent you from taking a risk, from putting yourself out there.
It involves the feeling of being busy.
There’s a dopamine release when someone acknowledges that you appear slammed.
Being busy makes us feel needed, valued, and preemptively appreciated.
But the busy we’re being isn’t moving the meaningful work forward. It’s not playing on the edges of “What if.” And it’s definitely not requiring any emotional labor.
Spending time and investing it are two different things.
Unfortunately, appearing that we’ve bitten off more than we can chew takes precedence over actually biting off more than we can chew.