My Diary

Power of Moments by Chip Heath & Dan Heath

Pennies make pounds. And moments make memories.

Pushing the boundaries of what is possible and uplifting the mundane experience is what I am all about and this book helps you to create such powerful moments as an individual as well as an organisation.

This is the simplest explanation of what this book is all about. It teaches you how to recognise these important instances in your life be made memorable.

Below is the story which defines how Manipur changes to routine processes can bring about massive positive changes.

Lani Lorenz Fry understood this opportunity. Fry, who worked in global brand strategy and marketing at John Deere, had heard from the company’s leaders in Asia that they were struggling with employee engagement and retention. “John Deere is not a well-known brand there,” Fry said. “It’s not like the Midwest in the U.S., where your grandpa probably had a John Deere tractor.” As a result, employees had less of an emotional tie to the brand.

Fry and her colleagues on the brand team saw an opportunity to build that connection—and it had to start on the employee’s first day. Collaborating with the customer experience consultant Lewis Carbone, the team designed what it called the First Day Experience.2 Here’s the way they wanted the day to unfold (you may notice some differences from the first-day story above):

Shortly after you accept the offer letter from John Deere, you get an email from a John Deere Friend. Let’s call her Anika. She introduces herself and shares some of the basics: where to park, what the dress norms are, and so forth. She also tells you that she’ll be waiting to greet you in the lobby at 9 a.m. on your first day.

When your first day comes, you park in the right place and make your way to the lobby, and there’s Anika! You recognize her from her photo. She points to the flat-screen monitor in the lobby—it features a giant headline: “Welcome, Arjun!”

Anika shows you to your cubicle. There’s a six-foot-tall banner set up next to it—it rises above the cubes to alert people that there’s a new hire. People stop by over the course of the day to say hello to you.

As you get settled, you notice the background image on your monitor: It’s a gorgeous shot of John Deere equipment on a farm at sunset, and the copy says, “Welcome to the most important work you’ll ever do.”

You notice you’ve already received your first email. It’s from Sam Allen, the CEO of John Deere. In a short video, he talks a little bit about the company’s mission: “to provide the food, shelter, and infrastructure that will be needed by the world’s growing population.” He closes by saying, “Enjoy the rest of your first day, and I hope you’ll enjoy a long, successful, fulfilling career as part of the John Deere team.”

Now you notice there’s a gift on your desk. It’s a stainless steel replica of John Deere’s original “self-polishing plow,” created in 1837. An accompanying card explains why farmers loved it.

At midday, Anika collects you for a lunch off-site with a small group. They ask about your background and tell you about some of the projects they’re working on. Later in the day, the department manager (your boss’s boss) comes over and makes plans to have lunch with you the next week.

You leave the office that day thinking, I belong here. The work we’re doing matters. And I matter to them.

Heath, Chip. The Power of Moments (pp. 20-21). Transworld. Kindle Edition.

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