When our postman rang the doorbell, it wasn’t because he needed a signature for the package he was delivering. “I hope you don’t mind me asking,” he said slightly sheepishly, “but everyone at the sorting office is dying to know what’s in your parcel.” When he handed over the bizarrely shaped package, I realised why it had attracted such curiosity for a team that every day handles thousands of rectangular, cuboid objects.
From his keen interest, I suspected that money might be riding on the outcome. “What’s the current favourite theory?”, I asked. “Well,” he said, stroking his chin, “Most people think it’s a garden rake or a kite, but I don’t think it’s either.” “Both good guesses, but you’re right,” I replied, ripping open the package to reveal the pair of prawn nets that I’d bought on eBay as Christmas presents, ready for next season’s shrimping expeditions in Pembrokeshire. Our friendly postie was so delighted that he couldn’t get in his van quick enough to report back the news.
I was tickled by the idea of a team of sorters at the post office who brighten their working day by guessing the contents of packages, then sending someone on a heroic quest to discover the truth. How refreshing and inspiring also to come across a team that finds its own way to connect with its customers.
One of my observations about organisations is that no matter what else is going on in the business, good managers will always find creative ways to raise team morale. Walk around a call centre and look at what’s on the boards and walls. You can usually spot the highest performing teams, because they’ll be the ones who’ve created their own vibrant micro-culture based on the team’s personalities and targets.
It’s one of my fundamental beliefs that a sustainable employee engagement strategy has to support and reinforce the positive relationships that already exist between managers and teams. Campaigns that attempt to reach employees directly, bypassing their managers, tend to be short-lived. Why is that? Simply because real culture exists at the team level. Anyone who regularly reads pulse surveys will know that engaged employees usually give the highest rating to their immediate team. As employee engagement professionals, we need to work with that trend, not against it.