Continuing the Power Hour idea: When I worked there, Nordstrom would unlock their mall doors at 9:50 a.m., even though the official opening time is 10:00 a.m.
The store manager knew that anyone waiting outside ten minutes before store opening was there with a business purpose. She personally welcomed them early, showing respect for their needs. This jump-started the store's Power Hour with ten additional minutes of customer convenience, based on demand.
At your organization, I am sure that service is often very good for most customers, but who are the ones that fall through the cracks, and who are the ones that truly experience the remarkable? Focus on the first and last hours as "Power Hours" and watch your overall organizational productivity climb. This is the time to reward achievement!
Suggestion: All participants with early or late-day sales can be entered into a weekly or monthly incentive drawing. Have them document their dollar value on duplicate sales slips (all entries qualify) and you will see the overall cumulative financial power of your Power Hours.
A word on the flip side: It may be time to have a private high-level discussion about apparent slackers, too-casual business attitudes, visible computer games on company time, and negativity in the workplace, which can affect any hour of the workday. A valued customer can be unwittingly offended with one "stray f-bomb." You will never know, because they will never return.
Are all employees ambassadors of your corporate brand? Becoming remarkable takes an organization-wide commitment to fine tune every Power Hour opportunity. Just like running a marathon, each effort takes you closer to the goal.
Use Power Hours. Make the choice today to become a remarkable organization.
Janet Bartman is the Communications Director for a large professional membership organization in Spokane. She welcomes your comments.
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