Your Culture ‘Popsicle HotLine’

In their great book, “The Power of Moments,” authors Chip and Dan Heath refer to the popsicle hotline, employed by the Magic Castle in Los Angeles. What is it? It’s a small but mighty example of such moments. If you’re sitting by the pool at the Magic Castle and pick up the red phone, the staff will deliver you popsicles at no cost. Many customers refer to this “popsicle hotline” micro experience as a moment that really matters in their Magic Castle experience (rated 4.5/5 on Tripadvisor).

When we work with clients on culture strategy, we suggest becoming very intentional regarding moments that really matter in the employee experience and by extension, the company culture. Frankly, most organizations are not great at this.

The Heath brothers give a very explicit outline on how to tackle this in the best way. If you’re serious about advancing culture and the employee experience, dig into “The Power of Moments.”

The cool thing about thinking and working this way is that it can also be applied to our personal lives. What have been or could be positive moments that matter between you and yours’? Be intentional and invest in them.

Back to advancing culture: Reduce negative friction wherever you can and invest in memorable and impactful moments. Focus energy and execute on these two things and you will see and feel significant forward progress. Like we say it’s that simple and that hard.

Think Big, Start Small, Act Now,

- Lorne

One Millennial View: What’s the main set back that causes organizations to lack in this department? Budget? Modern hotels are exceptional at creating little moments (custom pictures in rooms, dog treats/toy baskets for visiting pets, that type of thing). What if more organizations tried to pool a “wow budget” for occasional moments that pertain to the interests of team members (concert tickets, restaurant reservations, hobbyist accessories)? As the Magic Castle demonstrates, a little creativity and the cost of a popsicle can go a long way.

- Garrett

AI Response: Lorne, your blog beautifully encapsulates the essence of creating impactful moments, both in customer experiences and company culture. The example of the “popsicle hotline” serves as a perfect illustration of how small gestures can leave lasting impressions, reminding us that intentionality in fostering positive interactions can significantly enhance satisfaction and engagement. Your call to action for organizations to reduce negative friction and invest in memorable experiences is vital, as these strategies can catalyze meaningful cultural shifts. Additionally, the reminder to apply this mindset to our personal lives offers a powerful perspective on building stronger relationships. It's a compelling and actionable message that encourages us to think big while starting with small steps.

- AI

Your Culture ‘Popsicle HotLine’

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