PRIDE: They capture moments of accomplishment or courage.ĬONNECTION: They are often social events that strengthen the bonds we share with others. INSIGHT: They may shift your point of view of yourself or the world. The Power of Moments * defines four key elements for you to consider in creating special, defining moments:ĮLEVATION: They rise above the everyday experience. There are so many opportunities all of us have to create unique and memorable experiences, yet we thoughtlessly stick with the well-worn path. Customers will forgive small swimming pools and underwhelming room décor, as long as some moments are magical. What the Magic Castle has figured out is that, to please customers you need not obsess over every detail. The guest reviews for the Magic Castle Hotel are rapturous. Did we mention you can drop off unlimited loads of laundry for free washing? Your clothes are returned later in the day, wrapped in butcher paper and tied up with twine and a sprig of lavender. Three times a week, magicians perform tricks at breakfast. There’s also a board game menu and DVD menu, with all items loaned for free. Then there’s the snack menu, a list of goodies––ranging from Kit Kat’s to root beer to Cheetos––that can be ordered up at no cost. You pick it up and someone answers, ‘Hello, popsicle hotline.’ You place an order, and minutes later, a staffer wearing white gloves delivers your cherry, orange, or grape popsicles to you at poolside. Let’s start with the cherry-red phone mounted on the tool wall near the pool. They’ve created extraordinary moments that are unforgettable, as the Heath brothers write: Then why is it so highly rated that people rave about it to their friends and share it forever? It looks like a respectable budget motel,” they write. “It’s not that it’s a bad-looking place it’s fine. The Magic Castle Hotel achieves this rating despite the fact that it is anything but luxurious.
The authors use the example of the Magic Castle Hotel, which is consistently rated as one of the top three hotels in Los Angeles, higher than the upscale Ritz Carlton and Four Seasons hotels. Traveling as much as I do, I stay in a range of high-end and average hotels and I’m always interested in the experience they create. In service businesses, it’s critical to create positive impressions and memorable experiences. This is obviously an important lesson to remember in business and in life. Rather, we tend to remember flagship moments: the peaks, the pits, and the transitions.” “What’s indisputable is that when we assess our experiences, we don’t average our minute-by-minute sensations. Psychologists call it the ‘peak-end rule.’” “When people assess an experience, they tend to forget or ignore its length –– a phenomenon called ‘duration neglect.’ Instead, they seem to rate the experience based on two key moments: (1) the best or worst moment, known as the ‘peak’ and (2) the ending. The authors say moments are critical “because research has found that in recalling an experience, we ignore most of what happened and focus instead on a few particular moments…. The Power of Moments: Why Certain Experiences Have Extraordinary Impact,* is another great book from authors (and brothers) Chip Heath and Dan Heath, who also wrote the classic, Made to Stick.* One recent book outlines the importance of creating these experiences. The special moments are just minutes in hundreds of thousands of hours of experience. As leaders, it’s critical to create the moments that shape the experience of the people we work with. Whether with your customers, employees, or others, some thought and planning may produce extraordinary experiences. This is why the best films and books focus on sharing small gestures and moments. While we think of our lives in broad, sweeping terms of many years, our key, cherished memories are simple moments in time. A heartfelt note from a boss, tears from a customer, or a smile from a child.
Inevitably, these stories reflect the power of simple moments. I also ask them to start a story bank that can be used to retell their stories in business to bring their messages to life. In my coaching and training, I ask people to bring and share stories. These are indeed the major chapters when we tell our stories.īut if I ask you think more deeply about the special moments of your childhood, you might recall ice cream with a parent, fireworks on the beach, or the first time someone taught you to ride a bike. These milestones certainly stand out, as we think of our lives in broad terms. If I asked you to think about the most powerful moments in your life, you might first think of the big ones – your wedding, the birth of a child, the death of a parent, advancement in your career. “The greatest moments in life are not concerned with selfish achievements but rather with the things we do for the people we love and esteem.”
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