I was at Starbucks this morning and actually noticed the cup. There in bold print was my favorite word. YOU. Of course what Starbucks understands is that it's everyone's favorite word (the only exception might be the person's name).
But of course it's more than just a slogan on a cup. It's an idea, it's a business plan, it's a strategy. From the time I walk into a Starbuck's I get the feeling that it really is all about me. The place is arranged and furnished so I'm comfortable. The barista engages me in conversation and wants to know my name so my drink is a personal thing. And the drink is allowed to be a personal thing. I can have them fix my coffee anyway I want and if it's not right…they'll do it again. Until it's just the way I want it. This obviously doesn't just happen. This is intentional.
Reminds me of Burger King's old slogan "Have it your way." In a day when McDonald's only served burgers their way, Burger King's pitch was pretty eye-opening and appealing.
Do guests feel that they are special when they come to your camp? Do you allow them to be their unique and individual selves? This can be tough. Many of our camps were started back in the day by GI's home from the war and their context was the military. If you want to make an impact…the first thing you have to do is get everyone to be the same. Give them the same haircut. Give them the same thing to wear. Give them the same thing to eat…at the same time. Make them march in sync with each other. Kill individuality and you can mold them into a machine that will get things done. And they built their camps along the same lines.
But in case you haven't noticed…now is not then. It's much different today. If you're not allowing people a chance to express their individuality you are going to miss them-put them off and never make the connection you want to make. What kind of choices do you give people when they come to your facility? Are they allowed to be who they are? Or do they need to figure out how to be who you are?
There's no way in the context of this blog that I can explore the answer to this for you. But if I were to come into your place for a day or a week, we could explore these things together. Email me (just click on the "email me" link in the left column) and we can talk about how to make that happen.
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