創造恆久的記憶

By:Rick Boxx

去年我為工商人士舉辦了一個會議,彼得 荷森 (Peter Herschend) 是我們的講員之一。他是美國密蘇里州布蘭森「銀幣市」主題公園的創辦者之一。當我們正在準備他的麥克風時,聽眾當中有一個人走上演說台去送他一個小禮物。

在演講「之前」有聽眾送禮物給講員是一件非常不尋常的事。彼得有點遲疑地打開這個禮物,這個禮物是「銀幣市」主題公園裡面的員工與主題人物所構成的彩色相簿。

這個贈送禮物的人解釋,這本相簿代表了幾年來他和家人在這個主題公園共同擁有的回憶。這本相簿也代表他們對彼得帶給他們美好回憶的感謝。結果這個禮物剛好與彼得的演講主題不謀而合:「創造一個又一個美好的回憶。」結果是,這個贈送者帶給彼得一個美好的回憶。

無論我們所提供的產品或是服務是什麼,這不也應該成為我們所有企業的目標嗎?也許它們不能成為一本相簿裡的照片,但我們的產品或是服務都應該在人們的心中留下積極正面的形象。

例如,一個咖啡店可能會給客人「咖啡香醇」、「服務人員態度親切、幽默風趣」等美好的回憶。一間零售店也可能給顧客留下「店員有禮貌、關注顧客的需要」的印象。或是一個理財專員可能也會因努力而使顧客對他很感謝,雖然客人不一定有實際上的收入。

不得不承認的是,一個遊玩的經驗,例如說去「銀幣市」主題樂園或是去看球賽比較容易留下長久的記憶,但是商店售貨員的微笑也同樣會給人留下美好的回憶。無論我們所提供的產品或服務是什麼,讓顧客、供應商提供一個環境使他們會說:「我很高興和你一起工作」是很重要也是很有智慧的。

聖經的箴言10章7節教導我們:「義人的紀念被稱讚;惡人的名字必朽爛。」美好的經驗存留美好的記憶,不好的經驗可以被忘記或是帶來負面的印象,讓顧客不再找我們做生意。

你今天給顧客的印象是什麼?它們是否成為別人的祝福?或是它們即刻就被風吹散?

版權所有2011,純全資料中心。本文摘錄自「與Rick Boxx的純全時刻」,這是一本從基督徒角度看職場議題的評論集。想知道更多關於純全資料中心的資訊,請上網訂閱Rick Boxx的每日純全時刻。www.integrityresource.org. 他的書How to prosper in business without sacrificing intergrity也提供了如何純全做生意合乎聖經原則的教導。

思想與問題討論
你印象中,帶給你值得回憶的美好地方或企業是哪裡或哪一個? 你是否認為「創造值得重複的美好回憶」對你工作的職場很重要? 我們如何能創造出箴言10章7節所說的「義人的紀念被稱讚;惡人的名字必朽爛。」使人得福的美好回憶? 如果你的職場上有一個測量器可以測量所創造出的美好回憶。你覺得你所工作的地方會得幾分?如果你工作的地方得到很低的分數,你會帶頭調整,並使你工作的職場能創造出值得一再重複的美好回憶嗎?註:如果你手上有聖經,想要知道更多與這個主題相關的經節,請參考下面的經節:
箴言11章16-17節、13章9節;路加福音22章19節;哥林多前書4章17節、11章24-25節;腓立比書4章8節

CREATED MEMORIES THAT ENDURE
By Rick Boxx

Last year I was coordinating a conference for business and professional people, and one of our speakers was Peter Herschend, co-founder of Silver Dollar City, a recreational theme park located in Branson, Missouri, U.S.A. As we were arranging the microphone that Peter would be using for his presentation, a man from our audience walked up to the podium and handed him a small gift.

Having a listener from the audience approach with a gift was highly unusual, especially before the presentation. So with surprise and a bit of hesitation, Peter opened the box. It was a photo album containing colorful pictures of characters and employees at Silver Dollar City.

The giver explained this album represented the memories his family had accumulated over numerous years of attending Peter’s entertainment center. The photos were a token of the family”s appreciation for the many happy moments they had enjoyed and would always have as treasured memories.

As it turned out, the gesture fit perfectly with Peter’s talk on his company’s mission, "Creating Memories Worth Repeating." Ironically, the kindness of the guest at our conference produced a lasting memory for our speaker.

Should this not be a primary goal for all of our businesses, no matter what product or service we provide – to create memories worth repeating? The job we do may not result in entertaining photographs. But our work should still be of such quality that it forms positive mental images, ones that linger through the passage of time.

For example, a patron at a coffee shop might hold memories of pleasant aromas and flavors of the local brew, along with friendly service and interesting conversation. Customers at a retail store may remember the courteous and attentive response of salespersons that were eager to guide them to exactly what they were looking for. A client might hold lasting appreciation for the efforts of a financial planner to address practical matters that did not necessarily generate additional income for the advisor.

Admittedly, an entertaining experience – such as a visit a theme park like Silver Dollar City or attendance at a sporting event – might lend itself more easily to enduring memories, but a grocery store where the cashiers routinely greet customers with smiles and pleasant greetings can be meaningful as well. Whatever our product or service might be, it would be wise to create an environment that, after the customers, clients and suppliers have worked with us, they leave with the conclusion, “I”m glad I did business with them.”

In the Old Testament of the Bible, Proverbs 10:7 teaches, "The memory of the righteous will be a blessing, but the name of the wicked will rot." Good experiences leave lasting memories; bad experiences are either intentionally forgotten or leave negative, even bitter feelings that ensure the customers will not be returning to do business with us.

Will the memories you create for your customers today become a blessing – or will they perish?

Copyright 2012, Integrity Resource Center, Inc. Adapted with permission from "Integrity Moments with Rick Boxx," a commentary on issues of integrity in the workplace from a Christian perspective. To learn more about Integrity Resource Center or to sign up for Rick”s daily Integrity Moments, visit www.integrityresource.org. His book, How to Prosper in Business Without Sacrificing Integrity, gives a biblical approach for doing business with integrity.

Reflection/Discussion Questions
What is the most vivid, positive memory you have of a place you have enjoyed visiting, or a business you patronized that left you feeling very pleased and satisfied? Do you think the intent of the motto, “Creating Memories Worth Repeating,” makes sense for your company or organization? Why or why not? How can a memory become a blessing, as the verse cited from Proverbs suggests? If you were to rate your workplace on the “memory creation scale,” what score would you think it deserves? If that rating is low, what steps could be initiated that could result in creating more memorable experiences – ones worth repeating?NOTE: If you have a Bible and would like to read more about this subject, consider the following passages: Proverbs 11:16-17, 13:9; Luke 22:19; 1 Corinthians 4:17, 11:24-25; Philippians 4:8

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