Employee Entrepreneurship

In theater, breaking the fourth wall refers to addressing the audience directly. Recently I had an experience where the customer service rep “broke the fourth wall” making me a fan for life. How can you apply this breakthrough strategy to your business?

I found myself alone with my daughter, Shi, and did what most dads do in this situation: went out for pizza. My daughter is two years old and taking her anywhere requires a multitude of items including toys, diaper bag and the kid herself. We went to the local Round Table Pizza where I ordered a King Arthur and then had fun wandering with Shi until the order was ready. While eating, an amazing thing happened — the young woman behind the counter came around to see how we were doing.

Now I would expect this at a more expensive sit-down style restaurant. But at Pizza it was startling. In that moment I went from quietly enjoying my meal to becoming a grateful parent.

Most businesses that have a counter between the customer and the employees use that counter as a barrier. The unspoken message is clear as you walk up: this is my side, that is your side. Most employees would never think to cross that divide.

This got me thinking about the “forth walls” we put up between ourselves and our customers. From phone systems to email there is an invisible divide that keeps us on our side and them on theirs. Being Incluesive means bringing the two together.

It’s time to bring out the wrecking ball and knock down those walls!

I used to work for an international chain of stores and by far the best experience was working under Melissa Fish. Melissa was a world-class manager who broke all company records moving from $0 - $100,000 per month in revenue in less than 6 months!

How did Melissa do it?

• Trust
• Clear job positions
• Clear chain of command
• Training!
• High expectations
• Transparency!
• Honest, open dialogue with every employee (even - especially? - the front line)
• Extra helpings of care

Melissa’s trust created an atmosphere of employee ownership. Nobody wanted to disappoint Melissa. Not because she was the boss. Because she was honest, strait-forward and opened the whole operation to every employee. We all felt like we made a difference. And we all learned how the business operated.

In those days I was surprised by the level of transparency at this one branch. I had worked at other locations and none of them had the same spirit of employee entrepreneurship that this one did.

In fact, when I left that job to return to school, my Introduction to Business course was a breeze because I already knew the topics, I only had to apply labels to them! My whole business career was jump-started by Melissa.

Melissa, if you are reading this, thanks!

PS. On the topics of “big picture” I’m taking this weekend off from posting in celebration of my wedding anniversary. See you next week!