Chris Collins and Christian discuss building a service culture where fun and structure naturally push out bad attitudes. Hire for hospitality, not skills. Use rituals like shift meetings and games, and frame the work theatrically, the way Disney calls employees 'cast members,' to shape who shows up and how they behave.
Can't teach attitude in a week.
I agree with you. Okay.
The other, the other part of this that I would say is form equals function. Do you know what I mean by that?
Okay, so how you have your. The structure of your department organized has. Has everything to do. So you set up efficiencies within the design of the department.
Yeah, but if I'm having a shift meeting 15 minutes before and I'm focusing on the positive things and what we're doing, I'm making it fun. The environment is fun. Right. It's that attitudes are caught, not taught. I'm. If I'm playing games and I'm doing stuff that breeds fun, sooner or later that the bad attitudes stick out. It's. You know, they're contagious. So if you are creating an environment that doesn't allow that, that has a strong effect also. Like, there just isn't room for that because we're having too much fun. We're in this together. Like, you either have the hospitality bug or you don't.
You either have it or you don't. And you can't train it, in my opinion. I think that there are people that have.
Like, when we go into stores, even though we don't work there, when people aren't getting helped, we're agitated. Like we want to help people.
Physically hurts me.
I don't know cdk, but I want to write up customers.
I'll talk to somebody for 10 minutes.
Until you have it or you don't.
It just.
It hurts to watch when people are here. Like if there's a line or, you know, like, you just have the hospitality bugger. You don't.
Yeah.
And if you don't, it's hard to teach. Like, you care about people and you, you are in tune with how people feel or you're not. You gotta have a little of that empath, that empathy thing where you're worried about other people more than yourself.
Yeah. But you can create an environment where that's cool.
Yeah. And you attract people like that. That's right. But you hire for that more than anything else. And then kind of just to bring it all full circle. I think Walt Disney kind of had this, in a sense. And in. In my new book on leadership, there's a whole section on dramaturgy in this. But you. You think of it as casting for a play. Like if you're. If there's a. Because he. He called people that worked at Disneyland cast members. They're not cast members or janitors. They're the ticket person or Whatever. But no, everybody's performing and it's the happiest place on earth. So everybody. You can't go to the happiest place on earth. And every time you interact with an employee, they're bummed out.
Right?
It doesn't work. And so everybody has to be happy. Everybody's playing a part in a play. And so you need to think about your department as you're casting for an outcome. You're casting for a play, you're writing a story. You not leaving it to chance. And so if you're writing a story of a service department that customers want to come back to and that are engaged, if you're writing a story about your people, like Christian was saying, like caring and having that, that, like, hospitality bug, then that's the, that's the story that you're going to be telling in there. You would never cast somebody with a bad attitude. They wouldn't last because they can't remember their lines. They, when they're on stage, they fall apart. And so I think Disney had it right in a sense. Like, you got to think about it as casting a play or writing a story in a movie that you know is something positive, not you're not writing a sad drama.
Thanks so much for watching this clip.
Of Service Driver Revolution.
We're uploading new stuff every day, so make sure you subscribe and click the bell icon so you don't miss out. If you have a question you'd like us to answer on the show, call 8333-ASK SDR and we'll answer your question on the show. That's 8333 Ask SDR. For special deals on our books and training, head over to offers.chriscollinsinc.com now that's offers.chriscollinsInc.com I'm Chris Collins, and I'll see you in the next video.
