Nobody Ever Washes a Rental Car
This is an overview of Square a Wheels Newsletter
on Issues of Ownership and Engagement
Do you wash your rental car?
Ownership is about active involvement and engagement and generating a sense of personal and team commitment. It clearly shows itself in Customer Care when the individual does more than you expect and positively surprises you – the behaviors that build customer loyalty. It shows up everywhere.
But, Nobody Ever Washes a Rental Car!
Well, not precisely, because 5% will for various reasons. But the idea should stimulate thinking about engagement and involvement needed in every work place.
Ownership is a key factor in why unmotivated people often succeed after they quit and then become business owners running their own companies. It is also why some managers generate much higher workplace performance than others. Ownership is the magical process whereby workers turn from spectator sheep into motivated and engaged tigers — It is because they care about things.
It is not easy, since there can be a lot of issues of trust and clarity of mission and competition and alignment as well as interpersonal problems. But all of them can be addressed in a pretty straightforward manner, by giving people a stake in the action as well as gaining their active involvement. More thoughts in the newsletter.