08 Jul The Lean-In Moment
Last week I was showing off some new induction materials we’re developing for a client. The materials need to introduce a ‘Customer Promise’ and engage staff in delivering Service Standards that will make that promise real. But the tricky thing about Service Standards is that they often seem a lot like common sense – coming out from behind the desk to greet a customer, or admitting if we make a mistake. And ‘teaching’ them can feel really patronising to staff.
So instead, we’re building a game.
I explained the strategy and the game structure, and my colleague was nodding thoughtfully. The moment that mattered, though, was when we came to the mocked-up game screens. Although I’d explained that we were looking at pdfs, not a live game, she automatically leaned forward and reached for the keyboard.
Now we just have to build the thing.