I’ve already written about the GREAT service we received while dining one day on our recent trip to California, and my overall impressions of the guest service at all of the parks we visited. Today though, I want to explore an experience we had while waiting in lines that had nothing to do with how the employees treated us.
Over the course of a week, we stood in lots of lines and waited for lots of rides. What happened over and over again was the “dance” of large parties trying to get onto a ride at the same time.
Picture the “corral” set-up of most roller coaster loading stations. There are chutes that guests get into that align them with the seat they are about to take. This is where the dance happens, when people count the other guests in front of them and realize they may not be on the same ride as their friends.
So then this conversation ensues, “Would you like to go ahead of us so we can go with our friends?”
Let’s look at that. So a guest is letting, in fact suggesting, that another group GO AHEAD of them in line. At any other point in the line this would be considered “cutting” and not tolerated by the masses. Yet, here it is encouraged.
And we saw this from guests of all ages and cultural backgrounds. It seemed that just about everyone was willing to wait a little longer for the chance to experience the ride their friends.
There is a special dynamic at an amusement park about sharing the experiences you have. Even if you go on the exact same ride one cycle later, it’s not the same as going on on the ride WITH your friends.
Does this give us any insight into how people behave in the workplace? I think it actually does.
The question about why people stay in a job, or what keeps them coming back, or what makes all the ups and downs worth it generally comes back to one thing: the people.
Of course we can’t overlook things like pay, benefits and working conditions, but so often people are driven by being around others that care about them, that support them and that THEY can have a positive influence on. The more I am around people and get to study them, the more I truly believe that at their core, people want to GIVE as much as they GET. That may not always be easy to do or articulate, but I do see it as a genuine human need.
As funny as it sounds, I think we sometimes marginalize what we allow our employees to GIVE us while they are working. Yes, we get their time and usually their attention, but are we allowing them to give us their talents?
When people are unsatisfied in a job, is it because they haven’t worked enough hours, or is it because they haven’t been able to show what they are really capable of?
I’ve been a fan of Zappos for years. Not necessarily as a retailer (although I have had good experiences) but as a company who has been able to sustain an amazing culture. Look at their core values and tell me what you see.
- Deliver WOW Through Service
- Embrace and Drive Change
- Create Fun and A Little Weirdness
- Be Adventurous, Creative, and Open-Minded
- Pursue Growth and Learning
- Build Open and Honest Relationships With Communication
- Build a Positive Team and Family Spirit
- Do More With Less
- Be Passionate and Determined
- Be Humble
I see that the majority of items are centered around how people work together. They tap into the deep need we have to connect with others on a meaningful level and use that to propel their business forward. It doesn’t say so explicitly in their values, but they are also very good at placing people where their talents are best utilized, which makes upholding their values a bit easier.
If experiencing the “dance” while waiting in line has taught me anything, it’s that the need to connect and be human is so powerful for some that it trumps some of our shorter-sighted goals, such as being first in line on a roller coaster. It sometimes causes us to sacrifice what we’ve worked (or waited) for, but in the end we know it will be worth it because of the deepened connections we’ve made.
Is it a stretch then to say that being part of a strong, cohesive team is more important than making a lot of money?
To some, it just might be.
Thanks for reading!
About the author: This is always the toughest part of the post to write – trying to tell you a little about who I am and what I do, all while not sounding pompous. How about this? If you liked what you read and would like to talk about working together to improve leadership, customer service or team dynamics at your company, please contact me in the manner you see fit. The end.