A little while ago I posted an article about the book ‘Being brilliant’ by Andy Cope. At the end of the article I asked readers to do an exercise from the book and list the five words which typify themselves at their best. I really like this exercise because when you can put your best into words, you can remind yourself what your best feels like when you are below-par, which makes it easier to bring back that winning mindset.
A few weeks after posting the original article I received this tweet from the wonderful people at Stanley Casino in Plymouth:
@jedlangdon Nice article Jed, could picture you with red nose and HUGE feet Our 5 are Friendly-Lively-Welcoming-Social-Relaxed
I love the idea of businesses doing this exercise and sharing the words they strive for. These five words tell us a lot about the experience Stanley creates for its customers and I can assure you that they deliver on all of them (especially during social media tweet-ups!).
In the same way that visualising yourself at your best can help put you in the winning zone, sharing the words that typify your business at its best with your staff could have a similar effect. These words outline to your staff the behaviours and attitudes they should aspire to, which in turn should help the business achieve the desired experience and ingrain the behaviours within the culture of the business.
This exercise could also be taken a step further. By also asking some of your customers to choose five words they associate with you, you can spot any gaps between the desired experience and actual experience.
So lets go again… which five words typify your business at its best? And how do you share these with your staff?