| Parable: defined as a short simple story intended to | | | | staked out a convenient washroom to ensure it was |
| illustrate a moral or religious lesson. These stories | | | | clean and reflected well on the facility. Fortunately, |
| have been passed down from generation to | | | | for all concerned a bathroom visit was not required |
| generation through story-telling -- each story with its | | | | and all was well. |
| own significance and message. | | | | Similarly, another client tells the story about a sales |
| What makes these messages so important is that a | | | | agent visiting a customer who remarked about the |
| key message is embedded into the story, which | | | | shininess of their shoes. They next trip, the sales |
| illustrates or demonstrates the message. Modern fairy | | | | agent brought a tube of the special polish they used |
| tales and fables often contain similar messages that | | | | for the customer as a gift. Both stories demonstrate |
| help children learn accepted and wise behaviours. | | | | behaviours that their respective organizations want |
| Building a high-performance culture is no different. | | | | demonstrated; taking ownership of a problem |
| When I am asked about my speaking -- I am quick | | | | regardless of your official role or listening and going |
| to explain that I don't give speeches, I simply share | | | | the extra mile for a customer. |
| stories or parables with a message that allow the | | | | So think about stories -- or parables -- within your |
| audience to draw their own conclusions from the | | | | organization that demonstrate your values and |
| telling. | | | | desired behaviours. Look for opportunities to add |
| I share stories that demonstrate the critical success | | | | emotional impact. Dig deeper to find the hook that |
| factors to developing a high-performance culture or | | | | will make the story -- and therefore the message -- |
| customer service experiences that result from your | | | | memorable. |
| culture not being right. As a business you can also | | | | If you have real stories that demonstrate behaviours |
| use stores to better demonstrate the behaviours | | | | you want to see modeled in your organization |
| desired at your organization. | | | | attributes, especially when imbued with emotional |
| For example, recently one of my clients hosted a | | | | impact, they are priceless. Use them to communicate |
| visit from Prince Charles and Camilla, Duchess of | | | | your core values and service principles in a |
| Cornwall at the Royal Winter Fair in Toronto. When | | | | memorable manner so everyone in the organization |
| Prince Charles left for a business luncheon, the | | | | understands expectations. |
| Duchess decided to extend her planned visit resulting | | | | And reward people who demonstrate these |
| in some quick adjustments. | | | | behaviours with recognition by becoming the star of |
| One of those simple adjustments was the need for | | | | a future story. If your business has been operating |
| access to a clean washroom should there be a need | | | | any length of time, you already "own" success |
| for a bathroom break. Hearing this, the General | | | | stories. Now's the time to did them out and put them |
| Manager for the facility and the Director of Sales | | | | to work. |