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Can a “thank you” and a smile really change your organisation?

I need to say, “thank you” to a lot of people. Firstly, obviously thank you for stopping by…… I hope you find this amusing, interesting and practically useful. Next, to everyone who sent me good wishes for my work anniversary this week, I really appreciated all the notes so thank you. I will be writing to you all individually over the next few days but I have been travelling a lot over the last couple of months and in catch up mode.

Next, it must be a thank you to the Dubai Chamber of Commerce. They invited me to speak at a remarkable conference about the impact of wellness and happiness on the bottom line. Their welcome was so warm and the quality of the content was brilliant and left a lasting impression. There were some amazing contributions and some that have proved to be exceptionally important in my work - - my fellow speakers and the audience left a profound impression so my thanks, to all of them. This conference also provided me with 3 specific insights that brought together a whole group of things into a clearer picture of customer experience that I want to share. I will be writing more about this in the coming days…at Customer Experience Foundation Maldives Conference on the 4th of December.

My next big “thank you” should be to the CXFO (Customer Experience Foundation) people in the UK, US, Malaysia, Eastern Europe and of course the team in the Maldives for such a fantastic job. Thank you all – you inspire me!

OK- you're thinking nice……but what is he talking about?

I’ll explain!

For a while, I have been looking for a thing called a “behavioural anchor”. It’s a small keystone common habit that I could use in creating business transformation.

Prospect Theory* is a globally accepted part of behavioural science which outlines (amongst other things) that we tend to fight for what we know more readily than new concepts and ideas. This is no surprise - most of us have our “comfort zone”. Habits can be very useful for behaviour change because they can be used to create momentum. Habits can be good tools because they are part of what makes up our behaviour. To make a change programme successful it’s a good idea to focus on creating momentum and habits (because they are in part subconscious) means less talk more action. It doesn’t matter that you understand about all that but, habits are good for change purposes (sometimes).

* Daniel Kahneman Nobel Laureate

Anyway, back to Dubai at the conference after some excellent speeches, there was a panel. We were asked to talk about one or two small things that we could do to create some of the changes to that had been talked about. We all our answers and Sushant Upadhyay simply said: “say thank you more”. He then told a good story about how that basic human act had provided a change.

Eureka….this is what you do!

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