‘What’s Love Got To Do With It?’
But this is not about Motown. What this is about is being “mo bettah” and when people feel “mo bettah” they throw you “mo money.” Seriously — more money, more energy and the kind of attention and service to blow your minds stem from, dare I say it, shooting for the feeling you get when you feel loved. Let’s take a quick look at what “feeling the love” (platonic, of course) looks like at work.
First, love feels good. At work, this is decidedly so when it exists in ALL interactions in the form of rampant recognition and acknowledgement. To share this, you need to own it first. You have every right to wake up daily and feel “mo of the same,” or you can choose to wake up every day and say to yourself, “I am going to have an amazing day because I am committed to feeling great no matter what.” That commitment flows out to everyone, and people are going to “love” to be around you.
American psychiatrist Smiley Blanton in his 1955 book “Love or Perish” defines love as: “The power that reaches out to build and construct. Love is the immortal flow of energy that nourishes, extends and preserves.”
I know several companies that talk to their associates about passion of service. That’s great. People go where they “feel the love” whether they are aware of it or not. I hear these same companies talk about the need for bringing out emotional connection in guest interactions when it is rarely present in their interactions with their employees. I’d like to suggest you can’t create the desired loyalty in the branding company’s laboratory until your organization is infused with a culture of happiness and a place people “love” to work. Even so, before I’d hire that branding, training or mystery shopper company, I’d walk their offices and cubicles. I would want to know about their culture. I’d be on the lookout for warmth, relatedness and associates excited about what they are doing. Without a culture of passion, happiness and inspiration, ordinary will remain the order of the day.
Do people “feel the love” when they call your business? Do they get caught in your robot recording loop, is there a “gotcha” when they press 0 and get exiled to the beginning of the loop as if we were bad humans? Ouch! That really hurts your business. And as for us, your potential customers, it really hurts our throats screaming at the piece of plastic called a telephone, which is the only thing separating you from our money.
What’s love got to do with it?