Get Tuesday! - June 25, 2024
Welcome to this week's edition of ‘Get Tuesday,’ where we explore fascinating insights to elevate your leadership, business acumen, and customer experience know-how.
Today, we're diving into a diverse array of topics that will sharpen your skills and broaden your perspectives. From mastering the art of asking questions to understanding the profound impact of your surroundings, we'll cover essential strategies for personal and professional growth. We'll also examine fresh approaches to enhancing patient experiences and uncover the magic behind Disney's renowned guest services.
So, grab some afternoon coffee and dive right in.
The art of asking questions
With organizations of all sorts facing increased urgency and unpredictability, being able to ask smart questions has become key. But unlike lawyers, doctors, and psychologists, business professionals are not formally trained on what kinds of questions to ask when approaching a problem. They must learn as they go.
In their research and consulting, these authors have seen that certain kinds of questions have gained resonance across the business world. In a three-year project they asked executives to brainstorm about the decisions they’ve faced and the kinds of inquiry they’ve pursued. In this article they share what they’ve learned and offer a practical framework for the five types of questions to ask during strategic decision-making: investigative, speculative, productive, interpretive, and subjective.
By attending to each, leaders and teams can become more likely to cover all the areas that need to be explored, and they’ll surface information and options they might otherwise have missed.
The importance of picking your neighborhood
This is an alarming piece, and really, you can capture a lot by just the title. The neighborhood in which you live will shape your perception and experience of the city – the parks, schools, coffee shops, friends, etc. All those things make everyday life much more enjoyable and convenient.
We spend most of our time within a few blocks of home, making the immediate vicinity crucial to our daily happiness and sense of community. Phil here advocates for stronger neighborhood connections, arguing that investing in our local areas can transform our urban experiences. This is a great perspective, reinforcing the idea that where you live matters just as much as the city you choose.
The Beryl Institute x Ipsos PX Pulse —> Consumer perspectives on patient experience in the U.S.
This report represents the 15th release of The Beryl Institute – Ipsos PX Pulse as we continue to explore the core trends impacting healthcare and the human experience in the United States. I wanted to point out one key takeaway…
Of interest in looking at the overall importance of all items rated is the comparison of what stands out for people. The top five items across all segments were (% “extremely” and “very important”): These overall results reinforce that people want to be treated as a human being first and want to ensure their care is safe and appropriate.
The importance of experience slipped slightly but is still high with 91% of people saying experience is “Extremely important” or “Very important” to them. The top three reasons why experience is important to people is reflective of their focus on their own health and well-being.
My Book Report - 'Satisfaction Guaranteed, how Zingerman's built a corner deli into a global food community”
Certain businesses are legendary, exerting immense influence in their field. Zingerman’s in Ann Arbor is one of those places. Famous for its generous deli sandwiches, Zingerman’s is also widely celebrated for its superb customer service and employee equity.
A few of my favorite lines/quotes from this book:
Our guarantee doesn’t just cover food. We ensure your satisfaction with every part of your experience with Zingermans. From picking up the phone, to the first mouse click on your computer...
Their three main Guiding Principles:
Concept of Visioning (staying focused on the big picture)
Open Book Management (financial transparency)
Servant Leadership (enriching lives of others)
Some of Zingerman's 12 Natural Laws:
Provide clear expectations and training tools
Do things that others don't do
Greatness takes time
Profit is good
Appreciate your staff and they'll have more fun
I'll leave with this one quote: “Joy is a feeling so profound that it sits at the top of the human experience chart."
Full Book Report: Click Here
Get To or Got To!
A weekly anecdote that honors people who view challenges as opportunities
Here are the 7 Guest Service Guidelines for The Walt Disney Company Parks. (From the 'Be Our Guest' book)
I love Sneezy: spread the spirit of hospitality; it's contagious! Which one stands out to you?
Quote of the day
Via a Simon Sinek and Adam Grant Podcast (I’m sorry, I can’t remember which episode or where it was!!)
“We need to think out loud -- we need to see the process, the contradictions in our thinking.”
